What are the responsibilities and job description for the Head of Customer Operations position at Ecorobotix?
About the Job
Ecorobotix 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 Role
As 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 & Interactions
This role reports to the Chief Product Officer and works closely with Product Management, R&D, Sales, Operations, distributors, and key customers worldwide.
Key Responsibilities
1.Service Operations & Customer Support
- Lead global Level 3 support (tickets, anomalies, software updates, field actions)
- Ensure high machine uptime and fast issue resolution
- Manage remote and on-site field support teams (20 active team members, EU, US, AU)
- Manage resources and high-low seasons' priorities and projects
2.Global Scale-Up
- Scale a global service organization across Europe, US, South America, Oceania and other regions
- Define operating model, KPIs, and regional footprint
- Define future service and support strategies, including customer satisfaction
3.Dealer & Service Enablement
- Define and deploy dealer support model (L1/L2)
- Lead technical training, certification, and documentation
4.Spare Parts & Service Infrastructure
- Own spare parts strategy, availability, and cost efficiency
- Align service infrastructure with product lifecycle and growth
5.Continuous Improvement & Product Feedback
- Drive structured feedback loops to Product Management and R&D
- Improve product reliability and reduce field issues
6.Processes, Tools & Digitalization
- Implement scalable tools (ticketing, diagnostics, remote support)
- Standardize processes and leverage data for performance improvement
7.Budget
- Define yearly global forecasts
- Follow expenses based on analytics and cost center system
Qualifications
- Master's degree in Engineering, Robotics, Agronomy, or related field.
- Fluent in English, French is a plus
- 10 years in after-sales, service, or customer operations in complex hardware/software environments
- Proven experience scaling global teams and operations
- Experience with dealer or indirect service models
- Strong leadership and stakeholder management skills
- Structured, data-driven, and hands-on mindset
Salary : $195,000 - $230,000