Head of Customer Operations

About the role

Ecorobotix is seeking a Global Head of Customer Operations & Services to lead and scale its after‑sales organization worldwide. You will ensure customers and distributors achieve maximum performance and uptime from our AI‑driven precision spraying solutions, while shaping the processes and tools needed for global growth.

Key responsibilities

• Lead global Level 3 support, handling tickets, anomalies, software updates and field actions.
• Manage remote and on‑site field support teams (20+ members) across Europe, the US and Oceania.
• Define and implement the operating model, KPIs and regional footprint for a scalable service organization.
• Design dealer support models (L1/L2), lead technical training, certification and documentation.
• Own spare‑parts strategy, ensuring availability, cost efficiency and alignment with product lifecycle.
• Drive continuous improvement by feeding field data back to Product Management and R&D.
• Implement scalable digital tools (ticketing, diagnostics, remote support) and standardize processes.
• Prepare yearly forecasts, monitor expenses and manage the service budget.

Required profile

• Master’s degree in Engineering, Robotics, Agronomy or a related field.
• Fluent in English; French is a plus.
• 10+ years of experience in after‑sales, service or customer operations for complex hardware/software products.
• Proven track record scaling global teams and managing dealer or indirect service models.
• Strong leadership and stakeholder‑management capabilities.

Required skills

• Ticketing systems
• Diagnostics tools
• Remote support technologies