Service Operations Lead (m/f/d)

About The Role

We are looking for a hands‑on Service Operations Lead (m/f/d) to build and lead the service team from ground up. This is a high‑impact leadership role for someone who thrives in dynamic environments and wants to shape how service is done in the defense robotics space.

Your Responsibilities

• Lead and develop a multi‑disciplinary Service Operations organization to deliver contracted services reliably and at scale.
• Own the end‑to‑end service strategy covering people, processes, tools and technology ensuring all components operate as a coherent system aligned with ARX Robotics growth.
• Define and maintain scalable service infrastructure, SLA compliance, escalation protocols and incident management. Drive a data‑driven culture using KPIs and analytics for continual improvement.
• Collaborate cross‑functionally with Sales, Onboarding, R&D and Production to ensure seamless customer support across the product lifecycle.
• Drive knowledge management across the service organization, ensuring operational knowledge is captured, structured and accessible — reducing dependencies.
• Own escalation processes and incident management protocols, ensuring rapid response and resolution across all service tiers.

Your Profile

• Degree in a relevant technical field (e.g. Automotive, robotics) or equivalent practical experience (5+ years).
• Extensive experience in service operations, support systems or service delivery within automotive, defense, aerospace or industrial technology.
• Proven ability to translate operational requirements into reliable, scalable service delivery.
• Ability to operate in fast‑paced, high‑stakes environments with a proactive and structured approach.
• Demonstrated people leadership experience, including managing operational or on‑call support teams.
• Fluency in German (C1) & English is required.

Nice To Have

• Familiarity with defense procurement and maintenance standards.
• Experience scaling service operations internationally.
• Background in robotics, hardware or complex technical systems.

Benefits And Perks

• Competitive salary and benefits package.
• A shaping role in an emerging dual‑use company.
• Opportunity to work with a highly innovative, international and dynamic team.
• Room for professional growth and development.
• Participation in the company's success, with access to regular events, knowledge exchange and meetups.

About Us

ARX is a dual‑use technology company that specializes in developing autonomous unmanned systems and sensors for the European defence sector. Our dual‑use unmanned ground systems and sensors assist NATO Armies and civilian first responders in tackling their most challenging problems by providing them with training and information to make better decisions and take effective actions in life‑or‑death situations.

As our team continues to expand rapidly, we are seeking motivated candidates who are excited to work in a highly energetic, creative, innovative team dedicated to developing autonomous systems for challenging environments. We operate in a dynamic sector where collaboration, sharing innovative ideas and developing novel problem‑solving strategies are ingrained in our work culture.

If you are passionate about overcoming challenges that have a real impact on the security of our democracies, we encourage you to apply and help shape the future of dual‑use technology. ARX is an equal‑opportunity employer, and we encourage candidates from all backgrounds to apply.

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