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

Companies; München; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Bonus opportunity

27 vacation days

Pension contribution

Learning & development budget

Probonio benefits

Hybrid work setup

Structured salary bands & leveling

Relocation support where applicable

Résumé du poste

ARX is seeking a Lead Technical Service Center & Operations to build and run the central technical service function from the ground up in Munich. You will establish intake, triage, remote diagnosis, escalation, resolution and recurring-case analysis; turning incidents into fleet insight and coordinated action.

You will lead the establishment of service processes, workflows and documentation, while coordinating cross-functional teams and customer-facing hubs to ensure reliable operation and data

Qualifications

• 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.

Responsabilités

• Establish intake, triage, ownership, priority definitions and escalation rules across customers, hubs and internal reporting sources.
• Coordinate first-level assessment and build remote diagnosis and resolution so that operation is restored with fewer unnecessary field visits.
• Define workflows, service levels, decision rights, documentation standards, shift or on-call logic and interfaces with the customer-facing hubs.
• Own the operational Field Register as the single source of truth for the as-maintained state, incidents, interventions, configurations and software updates.
• Establish condition monitoring, status definitions, data stewardship and the feedback discipline required for trustworthy availability and reliability evidence.
• Run release, rollout, bugfix and operational rollback procedures, including clear stop criteria and escalation when a common-cause risk emerges.
• Review patterns regularly and convert them into actions for Service Engineering, Product & Engineering, Documentation, Training and the customer-facing hubs.
• Build the initial capability through expertise, ownership and execution, with a model that can expand as fleet size and customer coverage grow.

Connaissances

Technical service operations

Incident triage

Root cause analysis

Customer-facing communication

Leadership

Process improvement

Description du poste

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
• 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.

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

You can find ARX Robotics Applicant Privacy Policy here.