Service Director (Western Europe)

Exotec; France; À distance; EUR 60 000 - 85 000; Plein temps

Résumé du poste

Une entreprise innovante dans le domaine de la robotique recherche un Responsable Service Clients pour diriger ses activités en Europe de l'Ouest. Le candidat idéal aura une expérience significative en gestion d'équipe et une forte orientation client, garantissant un service de haute qualité tout en pilotant une équipe diversifiée. Ce poste offre une opportunité exceptionnelle de contribuer à l'évolution d'Exotec tout en parcourant la région.

Prestations

Assurance santé compétitive

Bons de groupe et récompenses BSPCE

Politique familiale attractive

Programme de mobilité interne et internationale

Nombreuses opportunités de formation et de développement

Qualifications

• 10+ ans d’expérience, dont 5 dans un rôle similaire.
• Expérience prouvée en gestion d’équipe internationale.
• Fluence en anglais requise.

Responsabilités

• Diriger les activités de service client pour l'Europe de l'Ouest.
• Développer la vision et la stratégie de maintenance.
• Gérer les contrats de maintenance sur site.

Connaissances

Gestion d'équipe

Satisfaction client

Compétences analytiques

Communication

Formation

Diplôme technique ou en ingénierie

Description du poste

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Exotec is at the forefront of technological excellence in order to redefine the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end consumers, all while mitigating labor constraints and increasing workplace safety.

Through the unification of artificial intelligence and high-performance hardware, our robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.

Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with our ExoPeople around the world to help turn your ideas into a reality.

The robotics revolution is just the beginning at Exotec. Will you be part of it?

We strongly encourage applications from candidates of all genders to help us build a truly inclusive environment. If you don’t meet every requirement listed, don’t worry—your skills and experiences may still make you a great fit!

Responsibilities

• You will own and lead all the customer services activities (maintenance, customer success...) for the Western Europe business unit
• You will act as the right hand of the managing director, ensuring the highest levels in customer satisfaction
• You will play a critical role in defining and executing the Maintenance vision and strategy, ensuring that maintenance teams effectively implement these strategies across the region
• You will be in charge of the life of our maintenance contracts (signature/supervision/renewal) on customer sites by being the key point of contact for our client
• You will lead, motivate, and guide a diverse team of over 100 maintenance and customer services experts across six countries, fostering a culture of collaboration and high performance
• You will lead the ongoing development of the Exotec maintenance organization, ensuring that it scales effectively to meet the demands of global growth while maintaining performance standards
• You will drive the development, implementation, and monitoring of key performance indicators (KPIs) to ensure optimal maintenance performance and service delivery
• You will ensure that all maintenance activities are performed to the highest quality standards and contribute to the success of customer sites
• You will be responsible for site safety and compliance with rules and procedures
• You will work closely with R&D, manufacturing, and deployment teams in France to discuss challenges, resolve issues, and implement process improvements
• You will work closely with sales teams to improve our offers, and participate to some meetings in pre sales

Requirements

• Technical degree, engineering degree or relevant field
• 10+ years of experience with at least 5 years on a similar role (roles that may correspond : maintenance, customer success, after sales)
• Proven experience as a team manager working in an international context
• Broad knowledge on mechanical, electrical and engineering or logistics and ideally in intralogistics
• Convincing results in customer/user satisfaction management
• Ability to track activities, manage performance, and generate reports to ensure continuous improvement
• Excellent communication skills, with the ability to engage and lead teams, as well as build strong relationships with clients
• Strong analytical abilities with a focus on resolving challenges and improving processes
• Fluency in English
• This is a remote position with up to 3 days a week of travel required to Lille and across Western Europe
• Competitive mutual and health insurance coverage
• Group bonuses and BSPCE awards
• Attractive family policy
• Internal and international mobility program
• Numerous training and development opportunities

At Exotec, we guarantee equal opportunities in our recruitment process. All applications received are considered regardless of age, gender, origin, religion, skin color, nationality, sex, disability, sexual orientation or any other distinction protected by law. We create an inclusive working environment that respects all differences. By joining the Pacte Parité, Exotec is committed to a more gender-balanced French Tech ecosystem.

To apply, please submit your resume. Only shortlisted candidates will be contacted for the next steps in the hiring process. We look forward to receiving your application! If you are applying for a European position, please see our privacy policy for more details.