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ARX Robotics, a European defense tech company specializing in autonomous unmanned systems and sensors, is seeking a Lead Technical Service Center & Operations professional to build and establish the central technical service function from the ground up.
In this role, you will design and implement the complete service operations system, establishing the operating rhythm from intake and triage through remote diagnosis, escalation, resolution, customer communication, and recurring-case analysis. You will create the infrastructure that transforms individual incidents into reliable fleet insight and coordinated action.
Key responsibilities include:
• Establishing a single technical feedback and incident channel with clear intake, triage, ownership, priority definitions, and escalation rules across customers, hubs, and internal reporting sources.
• Building fast and reliable resolution capability by coordinating first-level assessment and developing remote diagnosis and resolution procedures to minimize unnecessary field visits.
• Defining the initial Technical Service Center operating model, including workflows, service levels, decision rights, documentation standards, shift/on-call logic, and interfaces with customer-facing hubs.
• Owning the operational Field Register as the single source of truth for as-maintained state, incidents, interventions, configurations, and software updates.
• Establishing fleet visibility and data quality through condition monitoring, status definitions, data stewardship, and feedback discipline to ensure trustworthy availability and reliability evidence.
• Running a controlled software update service with clear release, rollout, bugfix, and operational rollback procedures, including stop criteria and escalation protocols.
• Creating a recurring-case curation loop that reviews patterns and converts them into actions for Service Engineering, Product & Engineering, Documentation, Training, and customer-facing teams.
• Building a scalable central operation with a model that expands as fleet size and customer coverage grow.
This is a hands-on leadership role where you will lead initially through expertise, ownership, and execution in a mission-driven, rapidly growing organization.
REQUIREMENTS:
• Several years of experience in technical service, support, field service, or service operations for complex electromechanical, robotic, vehicle, or industrial systems.
• Experience building service processes, operational routines, or teams in an evolving organization.
• Strong capability in incident triage, fault isolation, root-cause thinking, and structured escalation; ability to distinguish restoring operation from eliminating underlying causes.
• Practical experience with ticketing systems, asset or fleet data, status definitions, knowledge management, and disciplined service documentation.
• Ability to translate technical information into clear decisions, priorities, ownership assignments, and customer-facing communication.
• Calm, data-driven judgment under pressure with demonstrated focus on patterns, evidence, and corrective action.
• Hands-on, build-oriented leadership style with ability to lead through expertise, ownership, and execution.
Note: Candidates need not meet every requirement; motivated individuals eager to grow into the role are encouraged to apply.
