Team Lead Service Operations

Robin Radar; Delft; Presencial; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Great Place to Work® certified

Commuting allowance

Comprehensive pension plan

Descripción de la vacante

Robin Radar seeks a Team Lead Service Operations to steer daily support operations, manage queues and spare parts, and coordinate cross-functional teams to keep radar systems and software running worldwide.

You will design service subscriptions, align SLAs with commercial offerings, and drive improvements through runbooks and documentation. Fluency in English and a strong technical service background are essential.

Formación

• BA/BSc in Engineering, Business Administration, Operations Management or related technical field.
• 5+ years in spare parts management and technical customer support in high-tech hardware/electronics.
• Proven experience leading operational sub-teams in a technical service environment.
• Hands-on experience with Jira Service Management and ERP systems.
• Commercial experience with SLAs, warranty terms, and service subscriptions.
• Fluent in written and spoken English.

Responsabilidades

• Provide operational leadership and coaching for the service operations sub-team.
• Oversee ticket queues, incident assignments, and spare parts requests with SLA/warranty adherence.
• Act as the primary escalation point for complex technical support cases and coordinate cross-team troubleshooting.
• Help design and roll out structured Service and Support subscription models.
• Identify bottlenecks, improve ticket routing, and update runbooks and Confluence docs.
• Feedback incident root causes to Service Engineering, Product Management and R&D.

Educación

BA or BSc in Engineering, Business Administration or Operations Management

Herramientas

Jira Service Management

ERP systems

Descripción del empleo

Keep operations sharp and service seamless – so our radar support runs smoothly when customers need it most.

As our Team Lead Service Operations, you guide the daily operations of our support crew to maintain exceptional service delivery standards. You oversee workload queues, resolve escalated technical cases, manage spare parts logistics, and build scalable service subscription models. You report to the Services & Support Operations Manager, working closely with engineering and product teams to keep our radars and software running flawlessly worldwide.

What you'll do

• Operational leadership and coaching: Set clear daily priorities for your sub-team through regular check-ins and active coaching. Support professional growth while balancing empathy, accountability, and smooth daily team administration.

• Queue and spare parts management: Oversee Jira Service Management ticket queues, incident assignments, and spare parts requests. Keep resolution swift and enforce strict compliance with contractual SLAs and warranty obligations.

• Escalation and technical de-escalation: Serve as the primary operational point of contact for complex technical support cases. Coordinate cross-team troubleshooting and maintain clear, calming communication with customers.

• Commercial service strategy: Help design and roll out structured Service and Support subscription models. Align SLAs and commercial offerings to deliver long-term value to our global customer base.

• Process improvement and documentation: Identify operational bottlenecks in daily workflows and refine ticket routing. Upgrade runbooks, service bulletins, and Confluence documentation to keep knowledge organized and accessible.

• Product and engineering feedback: Partner with Service Engineering, Product Management, and I&D to feed back incident root causes. Turn operational data and customer insights into direct product improvements.

What you bring

• 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

N.B. Don't worry if you don't tick every box. Our mission is a journey, and there's plenty to learn along the way. If most of this fits, we'd love to hear from you.

A Certificate of Conduct (VOG) and a background check are part of our screening process. We appreciate your understanding.

What we offer

• Working for a Great Place to Work® certified company;

• Comprehensive pension plan;

• Commuting allowance;

• 30 days of paid holiday leave (with the possibility to buy 3 additional days);

• Opportunities to develop your skills even further through training and certifications;

• High quality laptop/desktop, monitor, headphones, and any other equipment necessary for your role;

• An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks!

Robin Radar is a technology leader in tracking and classifying small objects. Our radars and software help prevent bird strikes in aviation, reduce the impact of wind farms on wildlife, and protect critical infrastructure from drone threats. Our work shows up at airports, wind farms, military sites and nature reserves around the world.

We're one of the top 10 fastest-growing companies in the Netherlands, with a crew of bright minds across 30+ nationalities. Growth doesn't mean we lose the plot – eyes on the skies, feet on the ground. Our values keep us grounded: WE TRUST. WE OWN IT. WE AIM HIGH.

Want to work on next-level radar tech, solve real problems, and never have to pretend your job has meaning?

You'll fit right in – we're saving you a seat

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