Team Lead Service Operations

The role

You will guide the daily operations of a support crew to maintain service delivery standards. You will oversee workload queues, resolve escalated technical cases, manage spare parts logistics, and build scalable service subscription models.

What you will do

• Set clear daily priorities for your sub-team through regular check-ins and active coaching.
• Oversee Jira Service Management ticket queues, incident assignments, and spare parts requests.
• Enforce strict compliance with contractual SLAs and warranty obligations.
• Serve as the primary operational point of contact for complex technical support cases.
• Coordinate cross-team troubleshooting and maintain clear communication with customers.
• Help design and roll out structured Service and Support subscription models.
• Identify operational bottlenecks in daily workflows and refine ticket routing.
• Upgrade runbooks, service bulletins, and Confluence documentation.
• Partner with Service Engineering, Product Management, and I&D to feed back incident root causes.

Required 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
• 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

Nice to have

• experience in high-tech hardware or electronics

Benefits

• 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
• Social events and Friday drinks

About the company

Robin Radar is a defence technology leader in detecting, tracking and classifying drones and other small airborne objects. They are one of the top 10 fastest-growing companies in the Netherlands.