Lead Technical Service Center & Operations (m/f/d)

Greenhouse Software, Inc.; München; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Bonus opportunity

27 vacation days

Learning & development support

Employee discounts

Hybrid working setup

Structured salary bands & development

Referral bonus program

Relocation support where applicable

Job summary

ARX Robotics seeks a Lead Technical Service Center & Operations to build a central service function from the ground up. You will establish intake, triage, ownership and escalation rules across customers, hubs and internal reporters.

You will coordinate first-level assessment, remote diagnosis and resolution to minimize field visits while shaping the initial operating model, workflows and documentation standards. This role offers hybrid work and strong growth potential.

Qualifications

• Several years of experience in technical service, support, field service or service operations for complex systems.
• Experience building service processes, operational routines or teams in evolving organisations.
• Strong capability in incident triage, fault isolation and structured escalation.
• Practical experience with ticketing, asset or fleet data and service documentation.
• Ability to translate complex tech information into clear decisions and ownership.

Responsibilities

• Establish intake, triage, ownership, priority definitions and escalation rules across customers and hubs.
• Coordinate first-level assessment and remote diagnosis to restore operation with fewer field visits.
• Define workflows, service levels, decision rights and documentation standards for the TS&C ops.
• Own the operational Field Register as the single source of truth for incidents and updates.
• Establish fleet visibility, data quality and evidence-based reliability analysis.
• Manage release, rollout and rollback procedures with clear stop criteria.

Skills

Service operations

Incident triage

Root cause analysis

Team leadership

Documentation

Knowledge management

Data stewardship

Customer communication

Job description

Lead Technical Service Center & Operations (m/f/d)

About the Role

As Lead Technical Service Center & Operations, you will build the central technical service function from the ground up. You will establish the operating rhythm from intake and triage through remote diagnosis, escalation, resolution, customer communication and recurring-case analysis. You will create the service-operations system that turns individual incidents into reliable fleet insight and coordinated action.

What You'll Build

• A single technical feedback and incident channel: establish intake, triage, ownership, priority definitions and escalation rules across customers, hubs and internal reporting sources.
• A fast and reliable resolution capability: coordinate first-level assessment and build remote diagnosis and resolution so that operation is restored with fewer unnecessary field visits.
• The initial TSC operating model: define workflows, service levels, decision rights, documentation standards, shift or on-call logic and interfaces with the customer-facing hubs.
• Service IT and Field Register operations: own the operational Field Register as the single source of truth for the as-maintained state, incidents, interventions, configurations and software updates.
• Fleet visibility and data quality: establish condition monitoring, status definitions, data stewardship and the feedback discipline required for trustworthy availability and reliability evidence.
• A controlled software update service: run release, rollout, bugfix and operational rollback procedures, including clear stop criteria and escalation when a common-cause risk emerges.
• A recurring-case curation loop: review patterns regularly and convert them into actions for Service Engineering, Product & Engineering, Documentation, Training and the customer-facing hubs.
• A scalable central operation: build the initial capability through expertise, ownership and execution, with a model that can expand as fleet size and customer coverage grow.

What You Bring

• Several years of experience in technical service, support, field service or service operations for complex electromechanical, robotic, vehicle or industrial systems.
• Experience building service processes, operational routines or teams in an evolving organisation.
• Strong capability in incident triage, fault isolation, root-cause thinking and structured escalation; you distinguish restoring operation from eliminating the underlying cause.
• Practical experience with ticketing, asset or fleet data, status definitions, knowledge management and disciplined service documentation.
• The ability to turn technical information into clear decisions, priorities, ownership and customer-facing communication.
• Calm, data-driven judgement under pressure and a demonstrated focus on patterns, evidence and corrective action.
• A hands-on, build-oriented leadership style and the ability to lead initially through expertise, ownership and 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
• 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. ARX is an equal-opportunity employer, and we encourage candidates from all backgrounds to apply.

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