Head of Customer Operations 100% (m/f)

Ecorobotix SA, a Swiss B-Corp company headquartered in Yverdon-les-Bains, offers innovative, robotic solutions to lessen the environmental impact of agricultural activities. We develop ultra-precise spraying technologies powered by artificial intelligence, allowing farmers to significantly reduce the use of chemicals in their fields. Join our dynamic, international team, and together, let's make agriculture more sustainable!

Ecorobotix is growing! To pursue our mission we are looking for a new :

• Head of Customer Operations

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