About the job
Robin-radar seeks a Service Operations Specialist to join its Service and Support team in The Hague. This position focuses on managing maintenance and repair services for assets under subscription, ensuring clients receive consistent and high-quality support.
Role overview
The Service Operations Specialist develops and maintains the annual maintenance schedule for all subscribed assets. Coordinating service appointments and site visits, this role ensures that customer requirements are communicated to all relevant teams. Close collaboration with internal groups helps allocate resources based on availability, logistics, and customer needs.
Maintaining detailed records is central to the role, including service activities, customer interactions, reports, and spare parts inventory. The specialist also creates and documents Standard Operating Procedures to support clear and consistent team operations.
Key responsibilities
- Develop and manage annual maintenance schedules for all Service and Support subscribed assets.
- Coordinate service appointments and site visits, ensuring customer needs are addressed by the appropriate teams.
- Work closely with internal teams to allocate resources based on logistics, availability, and priorities.
- Keep thorough records of service activities, customer communications, service reports, and spare parts inventory.
- Create and document Standard Operating Procedures for team operations.
- Collaborate with Supply Chain and Logistics to manage spare parts inventory, aiming to minimize downtime and control costs.
- Monitor and analyze key performance indicators (such as MTTR and MTBF), identify performance gaps, and implement actions to meet service level agreements.
- Train and support engineering staff on customer protocols, internal processes (Odoo/PLM), and spare parts management.
- Review current operations and recommend improvements to products and processes as needed.
Requirements
- Bachelor's degree in Engineering or a related technical field.
- 3-5 years of experience in customer service operations, preferably in industrial or engineering sectors.
- Strong understanding of Product Lifecycle Management (PLM), configuration management, and inventory control.
- Experience with service management software (Jira), CRM systems, and Odoo.
- Fluency in English; Dutch language skills are an advantage.
- Strong analytical skills for tracking metrics and identifying areas for improvement.
- Proven ability to work effectively within cross-functional teams.
