About oneservice

We redefine service excellence

An independent global service provider, founded in Switzerland in 2017, that powers the after-sales service of OEMs, manufacturers, distributors and resellers so they can delight their customers at a lower cost.

Our Story

The right DNA for the future of service

oneservice was founded in 2017 in Feusisberg, Switzerland, on a simple conviction: service is becoming too complex, too global and too costly for every manufacturer to run alone. The future belongs to specialised, independent partners who do it better at a lower total cost.

Combining 30+ years of experience in life science, diagnostics and medical devices, we have grown into a trusted partner with 250+ service partners, supporting customers across 48+ countries.

2017
Founded in CH
30+
Years experience
250+
Service partners
48+
Countries
70+
Net Promoter Score
4
Global hubs
Frequently Asked Questions

What drives us

Mission, vision and values

Our Mission
To redefine service excellence with best-in-class service solutions, helping our partners delight their customers and grow.
Our Vision
To be the leader for managed & professional services in life science, diagnostics and medical devices, and make our Academy the leading platform for customer delight.
Our Values
As a strategic long-term partner we go beyond agreements, KPIs and SLAs, valuing close cooperation, speed and innovation.
Executive Team

Leadership

Leaders with a proven track record in the life sciences and diagnostics industries.

Matthias Raquet — oneservice
Matthias Raquet
CEO & Vice Chairman · Co-Founder
CEO and co-founder with 30+ years of experience building global service businesses in life sciences, diagnostics, and MedTech, combining strategy, M&A, customer excellence, and service innovation.
Dirk Twiehaus — oneservice
Dirk Twiehaus
COO · Co-Founder
Chief Operating Officer at oneservice with deep executive and operational experience in molecular diagnostics and life sciences, focused on strategy, M&A, business process improvement, and scalable service operations.
Andrea Steudel
Andrea Steudel
Chief Financial Officer
CFO at oneservice with more than 15 years of finance experience across automotive and life sciences, focused on global financial strategy, automation, compliance, cash flow, and scalable finance processes.
Jonathan Mensch — oneservice
Jonathan Mensch
President · oneservice Inc.
Commercial and service transformation leader with more than 25 years of experience building teams, improving operational performance, and driving customer-focused service excellence across life sciences and diagnostics.
Chris Duda, VP of Service Europe at oneservice
Chris Duda
VP of Service Europe
Analytical service leader with deep experience in life sciences, diagnostics, and global product support. 15+ years of analytical and solutions-focused experience in life sciences and diagnostics, combining field service leadership, global product support, and continuous professional development.
photo to add
Annette Mildner
Office Manager · Co-Founder
Office Manager and authorized signatory at oneservice, with 20+ years of experience in service administration, HR, budgeting, and coordination of medical technology service operations.
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Julia Gaidzik
Head of Service Demand Europe
HR and service operations professional at oneservice, with experience in HR management, human resources, and service dispatch, supporting service demand across Europe and contributing to efficient people and process coordination.
Melinda Mensch — oneservice
Melinda Mensch
Head of Service Demand North America
Customer Enhancement & Quality Specialist at oneservice, focused on customer experience, quality improvement, and advocacy for customer needs, with a strong background in hospitality, training, inventory, and operational excellence.
Michal Novak — oneservice
Michal NoWak
Head of Global Logistics
Oversees global logistics and spare-parts operations.
Governance

Board of Directors

Independent oversight and decades of cross-industry leadership.

Thomas Ladner — oneservice
Dr. Thomas Ladner
Chairman of the Board · Co-founder
Dr. Thomas Ladner, Co-Founder and Chairman of the Board, is a Swiss lawyer, angel investor, and experienced board member with deep expertise in private equity, M&A, and corporate law. He became the youngest partner at Meyerlustenberger Lachenal in 2002, lectured at the University of St. Gallen, and has since advised and invested in a wide range of companies, including several start-ups, two of which went public. Thomas is also passionate about creating communities of business and thought leaders and has founded or co-founded the Entrepreneurs’ Roundtable, the Club zum Rennweg in Zurich, and the WORLD.MINDS Foundation.
Matthias Raquet — oneservice
Matthias Raquet
Vice Chairman · CEO & Co-Founder
Matthias Raquet is Co-Founder, CEO, and Vice President of the Supervisory Board at oneservice, with more than 30 years of leadership experience in global service organizations such as Pharmacia and QIAGEN. He has built and scaled service businesses in life science, diagnostics, and medical devices, with a strong focus on service excellence, customer value, and operational performance. He also serves on the Board of InsightBio Advisors AG and he is a former member of the German national freestyle skiing aerials team. Matthias combines entrepreneurial leadership with discipline, resilience, and a high-performance mindset.

Daniel von Stockar — oneservice
Dr. Daniel von Stockar
Board Member · Co-founder
Dr. Daniel von Stockar is a Co-Founder of oneservice and a founding shareholder of SoftwareOne Holding AG and has been the Chairman of the Board of Directors between 2013 and 2022, and in 2024.

Daniel is also the owner and Chairman of the Board of Directors of von Stockar Immobilien AG and the Chairman of the Board of Directors of Pro Domi AG.

Daniel von Stockar is a Swiss citizen and received his Master’s degree in Economics from the University of Zurich in 1990, and his Doctorate in 1995.

Dirk Twiehaus — oneservice
Dirk Twiehaus
Board Member · COO & Co-Founder
Dirk Twiehaus is Chief Operating Officer at oneservice and brings more than 25 years of international leadership experience in molecular diagnostics, life science, and service operations. His career includes senior leadership roles at QIAGEN, the Max Planck Institute, and oneservice, where he has focused on strategy execution, business transformation, continuous improvement, and building scalable service models. He is highly motivated by service and support excellence, and combines deep operational insight with a proven ability to lead specialist teams and drive complex service organizations forward.

Where we are

Global presence, local service

With oneservice you have one accountable service partner across North America and Europe — with more regions to follow. Not a patchwork of local providers stitched together country by country, but a single team delivering the same seamless, high‑quality after‑sales service everywhere you operate.

That means one contract, one point of contact and one consistent standard — instead of coordinating a loose network of independent regional companies that each cover only their own market. As we expand into new regions, your coverage grows with you. One partner. One team. One excellent standard of quality.

Switzerland HQ
Feusisberg
Office, Repair center, R&D Lab, Headquarters
Germany
Büttelborn
1,700+ m² Repair, Refurbish, Admin and Dispatch, Logistics
USA
Dallas
Repair and Refurbish, Admin and Dispatch, Logistics
United Kingdom
Manchester
Office, Repair center, Logistics Hub

Let us redefine your service together

Talk to our team about outsourcing your after-sales service to a partner who treats your customers like their own.