About this role
Responsibilities
- Lead and develop the Field Service team, including recruitment, onboarding, performance management, training, and workload planning.
- Oversee daily service operations, including installation, commissioning, maintenance, troubleshooting, repairs, and technical escalations.
- Coordinate service resources, spare parts, and logistics to ensure timely and efficient service delivery.
- Act as the main point of contact for customers, managing service requests, escalations, and customer satisfaction.
- Develop and manage service agreements and SLAs, ensuring compliance with contractual obligations and performance targets.
- Establish and manage a service ticketing system and 24/7 remote support infrastructure, including workflows, secure access, and escalation procedures.
- Oversee service administration, monitor KPIs, and drive continuous improvements in service quality and operational efficiency.
- Ensure compliance with quality and safety standards, and participate in scheduled on-call duties, including weekends.
Requirements
- Bachelor's degree in Engineering, Mechatronics, Industrial Automation, or a related technical field, or equivalent practical experience.
- 5-8 years experience in technical service management, after-sales operations, or field service leadership, preferably in robotics, industrial automation or industrial software.
- Strong technical understanding of industrial robotics, automation systems, and related technologies.
- Experience managing technical teams, service operations, customer escalations, and Service Level Agreements (SLAs).
- Familiarity with service ticketing systems, remote technical support, and service performance monitoring.
- Strong leadership, organizational, problem-solving, and communication skills, with a customer-focused mindset.
- Professional proficiency in English
- Valid driver's license and willingness to travel, with up to 50% of working time spent at customer sites