Team Lead Service Operations

Job description

Keep operations sharp and service seamless – so our radar support runs smoothly when customers need it most. As our Team Lead Service Operations, you guide the daily operations of our support crew to maintain exceptional service delivery standards. You oversee workload queues, resolve escalated technical cases, manage spare parts logistics, and build scalable service subscription models. You report to the Services & Support Operations Manager, working closely with engineering and product teams to keep our radars and software running flawlessly worldwide. What you'll do Operational leadership and coaching: Set clear daily priorities for your sub-team through regular check-ins and active coaching. Support professional growth while balancing empathy, accountability, and smooth daily team administration. Queue and spare parts management: Oversee Jira Service Management ticket queues, incident assignments, and spare parts requests. Keep resolution swift and enforce strict compliance with contractual SLAs and warranty obligations. Escalation and technical de-escalation: Serve as the primary operational point of contact for complex technical support cases. Coordinate cross-team troubleshooting and maintain clear, calming communication with customers. Commercial service strategy: Help design and roll out structured Service and Support subscription models. Align SLAs and commercial offerings to deliver long-term value to our global customer base. Process improvement and documentation: Identify operational bottlenecks in daily workflows and refine ticket routing. Upgrade runbooks, service bulletins, and Confluence documentation to keep knowledge organized and accessible. Product and engineering feedback: Partner with Service Engineering, Product Management, and I&D to feed back incident root causes. Turn operational data and customer insights into direct product improvements. What you bring BA or BSc degree in Engineering, Business Administration, Operations Management, or a related technical field 5+ years of experience in spare parts management and technical customer support, ideally in high-tech hardware or electronics Proven experience leading or guiding operational sub-teams in a technical service environment Hands-on expertise with service management platforms like Jira Service Management and ERP systems Practical commercial experience with SLAs, warranty terms…