Team Lead Service Operations

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.

Responsibilities

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; 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; Serve as the primary operational point of contact for complex technical support cases; Coordinate cross-team troubleshooting and maintain clear, calming communication with customers; 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; 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; Turn operational data and customer insights into direct product improvements

Requirements

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

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 through training and certifications; High quality laptop/desktop, monitor, headphones, and any other equipment necessary for your role; International team of 30+ nationalities