Head of Customer Operations
About the JobEcorobotix is a fast-growing AI-enabled agricultural equipment manufacturer with a Swiss parent and an expanding US commercial presence. As we scale our North American operations, we are building out the finance function to match our ambitions — and we need a financial leader to architect it.General Objective of the RoleAs 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.Reporting Lines & InteractionsThis role reports to the Chief Product Officer and works closely with Product Management, R&D, Sales, Operations, distributors, and key customers worldwide.Key Responsibilities1.Service Operations & Customer SupportLead global Level 3 support (tickets, anomalies, software updates, field actions)Ensure high machine uptime and fast issue resolutionManage remote and on-site field support teams (20+ active team members, EU, US, AU)Manage resources and high-low seasons' priorities and projects2.Global Scale-UpScale a global service organization across Europe, US, South America, Oceania and other regionsDefine operating model, KPIs, and regional footprintDefine future service and support strategies, including customer satisfaction3.Dealer & Service EnablementDefine and deploy dealer support model (L1/L2)Lead technical training, certification, and documentation4.Spare Parts & Service InfrastructureOwn spare parts strategy, availability, and cost efficiencyAlign service infrastructure with product lifecycle and growth5.Continuous Improvement & Product FeedbackDrive structured feedback loops to Product Management and R&DImprove product reliability and reduce field issues6.Processes, Tools & DigitalizationImplement scalable tools (ticketing, diagnostics, remote support)Standardize processes and leverage data for performance improvement7.BudgetDefine yearly global forecastsFollow expenses based on analytics and cost center systemQualificationsMaster's degree in Engineering, Robotics, Agronomy, or related field.Fluent in English, French is a plus10+ years in after-sales, service, or customer operations in complex hardware/software environmentsProven experience scaling global teams and operationsExperience with dealer or indirect service modelsStrong leadership and stakeholder management skillsStructured, data-driven, and hands-on mindset