Lead Customer Hub & Local Service Operations (m/f/d)

ARX Robotics GmbH; München; On-site; EUR 95,000 - 130,000; Full time

Benefits offered by this job

Bonus opportunity

27 vacation days

Pension contribution

Learning & development support

Probonio budget

Hybrid work setup

Salary bands & development talks

Relocation support

Job summary

ARX Robotics GmbH is seeking a Lead Customer Hub & Local Service Operations Germany to build and run the first local hub in Germany. You will own local service execution, hub OPEX/P&L, and customer-facing coordination to maintain system availability.

You will apply central standards while adapting to local reality, and grow the team, stock readiness, and processes. A hands-on, calm leadership style will help translate global guidelines into reliable local delivery.

Qualifications

• Several years of experience leading a service operation, workshop, field-service team, maintenance organisation or comparable technical unit.
• Experience with complex electromechanical, robotic, vehicle or industrial systems and their repair or maintenance.
• Strong operational leadership, including workforce deployment, prioritisation, customer coordination and performance management.
• Commercial understanding and responsibility for operational results, including cost, availability and customer performance.
• Ability to work across central technical functions, customers, Export Control and local service personnel.
• High discipline in documentation, asset status, inventory accuracy and escalation.
• A calm, hands-on leadership style and the ability to translate central standards into reliable local execution.

Responsibilities

• Establish the local Customer Hub in Germany with people, workflows, facilities and operating rhythm.
• Lead local repair, inspection, maintenance and recovery activities for complex systems.
• Provide and develop field team to meet service commitments in coordination with Training & Workforce Services.
• Ensure local spare-parts readiness and manage stock movements and feedback.
• Coordinate customer-side service planning, incidents, execution, follow-up and escalation.
• Close field-information loop and report to the Field Register.
• Improve in-country Operational Availability, MTTR, stock accuracy and hub P&L.
• Capture local learnings to feed central standards for future hubs.

Skills

Service operations

Repair & maintenance

Logistics management

Cost & P&L

Cross-functional leadership

People leadership

Field service

Documentation discipline

Job description

About the Role

As Lead Customer Hub & Local Service Operations Germany, you will build and run the first local Customer Hub in Germany. You will own local service execution, the hub operating result and the customer-side coordination required to keep systems available. You will apply the standards of the central service verticals while adapting execution to local customer reality and feeding evidence back into the central backbone.

What You'll Build

• A functioning local Customer Hub: establish the people, workflows, facilities, routines, interfaces and operating rhythm for workshop and forward execution.
• Local repair and recovery capability: lead repair, inspection, maintenance and recovery activities for complex systems in the workshop or forward when required, within the approved maintenance concept and authority boundaries.
• A qualified and deployable field team: provide, deploy and develop the personnel needed to meet customer and service commitments in coordination with Training & Workforce Services.
• Local spare-parts readiness: hold accurate local stock, distribute parts in line with central assortment and stocking logic, and manage local stock movements and feedback.
• Customer-side service coordination: act as the local operational interface for planning, incidents, service execution, follow-up and escalation, without replacing the Head of After Sales & Service as the programme-level customer backbone.
• A closed field-information loop: confirm field events, interventions, configuration changes and system status and report them to the TSC for the Field Register.
• A locally accountable business: improve in-country Operational Availability (Ao), MTTR, stock accuracy, service quality and the hub operating result / P&L.
• A repeatable hub model: capture local learning and work with the central verticals to turn it into standards that can support future hubs.

What You Bring

• Several years of experience leading a service operation, workshop, field-service team, maintenance organisation or comparable technical unit.
• Experience with complex electromechanical, robotic, vehicle or industrial systems and their repair or maintenance.
• Strong operational leadership, including workforce deployment, prioritisation, customer coordination and performance management. Experience managing spare-parts stock, logistics interfaces and service delivery against defined commitments.
• Commercial understanding and the ability to take responsibility for an operational result, including cost, availability and customer performance.
• The ability to work across central technical functions, customers, Export Control and local service personnel.
• High discipline in documentation, asset status, inventory accuracy, Field Register feedback and escalation.
• A calm, hands-on leadership style and the ability to turn central standards into reliable local execution.

Please note: You do not need to meet every single requirement to apply. We welcome motivated candidates who are eager to grow into the role and develop their expertise further.

What We Offer

Join a mission-driven European defense tech company at a pivotal stage of growth, where you can help shape meaningful technology, take ownership early, and grow with the business!

• Competitive compensation package including a bonus opportunity
• 27 vacation days to start, increasing with tenure up to 30 days
• Employer-supported pension contribution
• Learning & development support and team events budget
• Employee discounts and flexible benefits budget via Probonio
• Hybrid working setup depending on role and team needs
• Structured salary bands, levelling framework, and bi-annual development conversations
• Referral bonus program, dog-friendly office, and relocation support where applicable

About Us

ARX is a dual-use technology company that specializes in developing autonomous unmanned systems and sensors for the European defence sector. Our dual-use unmanned ground systems and sensors assist NATO Armies and civilian first responders in tackling their most challenging problems by providing them with training and information to make better decisions and take effective actions in life-or-death situations.

As our team continues to expand rapidly, we are seeking motivated candidates who are excited to work in a highly energetic, creative, and innovative team dedicated to developing autonomous systems for challenging environments. We operate in a dynamic sector where collaboration, sharing innovative ideas, and developing novel problem-solving strategies are ingrained in our work culture.

If you are passionate about overcoming challenges that have a real impact on the security of your democracies, apply here to join ARX and help shape the future of dual-use technology!

ARX is an equal-opportunity employer, and we encourage candidates from all backgrounds to apply.

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