Team Lead Service Operations

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

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

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