Head of Customer Operations

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.

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.

This role reports to the Chief Product Officer and works closely with Product Management, R&D, Sales, Operations, distributors, and key customers worldwide.

• 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

• 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
• Define and deploy dealer support model (L1/L2)
• Lead technical training, certification, and documentation

• Own spare parts strategy, availability, and cost efficiency
• Align service infrastructure with product lifecycle and growth
• Drive structured feedback loops to Product Management and R&D
• Improve product reliability and reduce field issues
• Standardize processes and leverage data for performance improvement

• Define yearly global forecasts
• Follow expenses based on analytics and cost center system

• 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.