Behind the scenes: Tommaso Arzilla

Tommaso Arzilla has been Head of After Sales at Swiss E-Mobility Group since 2022 and is also responsible for this area at CILO. Together with his team, he handles a wide range of tasks including customer service, technical support for both retailers and end consumers, the smooth running of service processes, and much more.

How big is your team, and what do you actually do all day?

We’re an international crew of twelve people based in Switzerland, Germany, Italy, and Serbia. Our work usually starts after the bike is sold – because that’s when we make sure our dealer network, shops, and private customers receive optimal support. That means we assist with technical questions, provide maintenance tips, and ensure warranty cases and spare parts are handled efficiently. We also work closely with the quality and development teams.

Is there such a thing as a typical workday for you?

Not really – every day is different, and we deal with a wide range of individual needs and challenges. Of course, we have set communication guidelines, processes, and routines. But almost every request is unique and varies depending on the product.

What excites you personally the most about your job?

Honestly, I love my team and what we achieve together. I truly enjoy working in an environment that allows us to define processes and develop creative solutions for new challenges. What really motivates me is knowing that our work genuinely impacts the daily lives of many people. We help them experience sustainable mobility, and make cycling easier, safer, and more accessible. That gives me new energy every single day.

Which project challenged or inspired you the most?

Our biggest challenge recently was aligning our processes for two very different customer groups: private customers and large-scale professional clients. That was a real test for us, but we’ve now developed a system that meets the needs of both sides.

In your opinion, what contribution does the company make to cycling culture?

We make it easy for people to start using sustainable mobility, combining fun, health, and style. Our bikes and services are designed to eliminate all barriers so that as many people as possible discover the bicycle as an everyday means of transport – and not just as a piece of sports equipment. That’s our goal and what we work towards every day.

How did you get into cycling in the first place?

The question should rather be: How could I not get into cycling? It’s been part of my life for as long as I can remember.

Whether it was freeride, BMX, bikepacking, tandem or vintage bikes – I’ve tried it all. For me, cycling is freedom and a form of personal expression. It accompanied me through my youth, got me a job, and today it stands for a societal shift that I consider incredibly important.

And which bike do you prefer to ride privately?

That’s a tricky one... Like a shoemaker with broken shoes, I’m probably not the best role model. I used to have a dozen bikes in my apartment. Now, as a father, I’ve specialized in transporting kids, picnic blankets, and toys. And believe me, there’s nothing you can’t fit on a rack or in a trailer!

Do you have a favorite place to ride?

I originally come from a hectic big city that was anything but bike-friendly. In Switzerland, I’ve found a true paradise: everything fits perfectly here – no matter what cycling discipline you love.

What, in your opinion, makes a really great bicycle?

To me, a truly great bicycle combines technology, design, simplicity, and absolute reliability.

And finally: you're only allowed to take one accessory on a long tour. What do you bring?

That’s easy: a multitool with the essential bits, a chain breaker, and of course a spare chain link – with that, I’m pretty much ready for anything.