Global Service Operations Lead & Escalations

Robin Radar Systems; Delft; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Commuting allowance

30 days holiday leave

Pension plan

Training and certifications

High-quality equipment

International team and social events

Job summary

Robin Radar Systems is seeking a Team Lead Service Operations to guide the daily operations of the support team, manage ticket queues and spare parts requests, and ensure SLA compliance. You will coordinate with engineering and product teams to keep radar systems and software running worldwide.

Ideal candidates have extensive experience in high-tech hardware support, strong leadership, and fluency in English, with a focus on process improvements and scalable service models.

Qualifications

• BA or BSc degree in Engineering, Business Administration, Operations Management, or a related technical field.
• 5+ years of experience in spare parts management and technical customer support, ideally in high-tech hardware or electronics.
• Proven experience leading or guiding operational sub-teams in a technical service environment.
• Hands-on expertise with service management platforms like Jira Service Management and ERP systems.
• Practical commercial experience with SLAs, warranty terms, and service subscription models.
• Professional fluency in written and spoken English.
• Strong de-escalation skills and clear communication across diverse global cultures.
• Analytical mindset with a knack for turning service data into workflow improvements.

Responsibilities

• Operational leadership and coaching of sub-teams with daily priorities and coaching.
• Queue, incident and spare parts management with SLA and warranty adherence.
• Escalation management; coordinate cross-team troubleshooting and clear customer communication.
• Design and roll out structured Service and Support subscription models and align SLAs.
• Improve processes; upgrade runbooks, service bulletins, and Confluence docs.
• Provide feedback to Service Engineering, Product Management, and I&D for product improvements.

Skills

Leadership

Communication

De-escalation

Analytical thinking

Global collaboration

Education

BA or BSc in Engineering/Business/Operations

Tools

Jira Service Management

ERP systems

Job description

Robin Radar Systems is seeking a Team Lead Service Operations to guide the daily operations of the support team, manage ticket queues and spare parts requests, and ensure SLA compliance. You will coordinate with engineering and product teams to keep radar systems and software running worldwide.

Ideal candidates have extensive experience in high-tech hardware support, strong leadership, and fluency in English, with a focus on process improvements and scalable service models.