Manager, Services and Support Operations
Robin Radar Systems
full-time
Posted on:
Location Type: Hybrid
Location: The Hague • Netherlands
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About the role
- Oversee all round-the-clock service and support operations and align customer service activities with broader business goals and product lifecycles.
- Develop and implement service processes to boost department efficiency and quality, while monitoring and analyzing KPIs across maintenance, repair, and equipment performance to identify and act on trends.
- Act as the ultimate escalation point for complex hardware (mechanical/electrical) and software issues, enforcing rigorous troubleshooting, diagnostic, and root cause analysis standards.
- Manage the customer services portal and ensure the incident management system accurately tracks status and resolution times.
- Improve spare parts forecasting and replenishment rules to optimize inventory levels.
- Coordinate with Engineering, R&D, and Production to relay customer feedback and drive continuous product enhancements.
- Lead and develop a multidisciplinary team of managers and engineers in an inclusive environment through effective performance management.
- Ensure all service delivery meets contractual SLAs, warranties, and safety standards.
Requirements
- BA/MSc in Business Engineering, Computer Science, or Business Administration with a strong technical foundation.
- 10+ years of experience leading, motivating, and developing technical service teams and managers.
- A unique blend of technical depth, commercial acumen, and a high-level drive for Operational Excellence.
- Deep understanding of contractual SLAs and a strict commitment to electrical and mechanical safety standards.
- Proficiency in configuration management and the product lifecycle; familiarity with radar systems is a major advantage.
- Strong interpersonal skills to effectively interact with international customers and stakeholders across all cultures, with the ability to manage and de-escalate stressful situations.
- Proficient in Confluence and CRM systems; fluency in English is required (Dutch is a significant asset).
- A valid driver's license (B) is required.
- Comfortable with an office-based role (minimum 3 days in the office) and available for occasional travel as required.
- Additionally, depending on the role and its responsibilities we may request a certificate of conduct (VOG) before or during the employment period. We appreciate your understanding and cooperation in this matter.
Benefits
- Working for a Great Place to Work® certified company;
- Comprehensive pension plan;
- Commuting allowance: our teams work hybrid;
- 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, noise canceling 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service processesKPI analysistroubleshootingdiagnostic standardsroot cause analysisspare parts forecastingconfiguration managementproduct lifecycleradar systemsoperational excellence
Soft Skills
leadershipteam developmentinterpersonal skillsperformance managementcustomer interactionstress managementcommunicationinclusive environmentmotivationde-escalation
Certifications
BA in Business EngineeringMSc in Computer ScienceMSc in Business Administrationvalid driver's license (B)certificate of conduct (VOG)