Manager Services and Support Operations

Keep the world's most advanced radar technology performing at its best — by leading the team that never sleeps, turning customer challenges into lasting solutions, and driving service excellence from the ground up!

As a Manager Services and Support Operations, you will be responsible for the planning and operational excellence of the company's post-delivery lifecycle. You will ensure that both hardware and software products are maintained to the highest standards, SLAs are met, and customer satisfaction is maximized through efficient process optimization and team development. This role reports to the Head of Services and Project Management.

Responsibilities

• 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.

N.B. All applicants, we realize that this is quite the list and people come with various levels of experience. Don't be afraid to apply even if you feel you don't meet every desired skill. Our mission is a journey and there's plenty to learn on the way!

But of course, you should identify with our core values: We trust, We own it & We aim high.

What's in for you

• 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!

Robin is a technology leader in tracking and classification of small objects. Our mission is to increase the safety of people and wildlife by preventing bird strikes in aviation, reducing the environmental impact of wind farms, and protecting humans and critical infrastructure against drones. We achieve this by combining purpose-built radars with unique software algorithms. This powerful combination allows us to provide actionable information that empowers users to prevent serious incidents.

We’re growing. Fast. In fact, we are one of the top 10 fastest‑growing companies in the Netherlands. But despite this growth, we stay true to our core values of trust, ownership and aiming high. At Robin, you don’t join just a team. You join a collective of bright minds driven by the belief that ‘doing things better’ is a continuous challenge.

Want to work on next-level radar tech, solve real problems, and never have to pretend your job has meaning?

You’ll fit right in, we’re saving you a seat.