PpEcorobotix SA, a Swiss B-Corp company headquartered in Yverdon-les-Bains, offers innovative, robotic solutions to lessen the environmental impact of agricultural activities. We develop ultra-precise spraying technologies powered by artificial intelligence, allowing farmers to significantly reduce the use of chemicals in their fields. Join our dynamic, international team, and together, let's make agriculture more sustainable! /ppEcorobotix is growing! To pursue our mission we are looking for a new /ppbHead of Customer Operations /b /ph3General Objective of the Role /h3pAs Global Head of Customer Operations Services, you will lead and scale Ecorobotix’s global after-sales organization, ensuring customers and distributors achieve maximum performance and uptime from our solutions. You will own Level 3 support activities and the full-service backbone, from technical support and field operations to spare parts, documentation, and dealer enablement. As Ecorobotix expands globally, you will play a key role in designing and scaling the processes, tools, and organization required to support global growth. Frequent international travel across key markets will be required. /ph3Reporting Lines Interactions /h3pThis role reports to the Chief Product Officer and works closely with Product Management, RD, Sales, Operations, distributors, and key customers worldwide. /ph3Key Responsibilities /h3h3Service Operations Customer Support /h3ulliLead global Level 3 support (tickets, anomalies, software updates, field actions) /liliEnsure high machine uptime and fast issue resolution /liliManage remote and on-site field support teams (20+ active team members, EU, US, AU) /liliManage resources and high-low seasons\' priorities and projects /li /ulh3Global Scale-Up /h3ulliScale a global service organization across Europe, US, South America, Oceania and other regions /liliDefine operating model, KPIs, and regional footprint /liliDefine future service and support strategies, including customer satisfaction /liliDefine and deploy dealer support model (L1/L2) /liliLead technical training, certification, and documentation /li /ulh3Spare Parts Service Infrastructure /h3ulliOwn spare parts strategy, availability, and cost efficiency /liliAlign service infrastructure with product lifecycle and growth /liliDrive structured feedback loops to Product Management and RD /liliImprove product reliability and reduce field issues /liliStandardize processes and leverage data for performance improvement /li /ulh3Budget /h3ulliDefine yearly global forecasts /liliFollow expenses based on analytics and cost center system /li /ulh3Qualifications /h3ulliMaster's degree in Engineering, Robotics, Agronomy, or related field. /liliFluent in English, French is a plus /lili10+ years in after-sales, service, or customer operations in complex hardware/software environments /liliProven experience scaling global teams and operations /liliExperience with dealer or indirect service models /liliStrong leadership and stakeholder management skills /liliStructured, data-driven, and hands-on mindset /li /ul /p #J-18808-Ljbffr