Service Manager

We are looking for an experienced Service Manager to lead and develop our after-sales service operations at Mujin Europe.

In this role, you will be responsible for building and managing a high-performing service team, ensuring reliable technical support for our customers, and establishing scalable service processes and infrastructure.

You will oversee field service activities, implement a service ticketing system, and develop our 24/7 remote support capabilities. Working closely with customers and internal teams, you will play a key role in ensuring customer satisfaction, operational efficiency, and continuous improvement.

• Lead and develop the Field Service team, including recruitment, onboarding, performance management, training, and workload planning.

• Oversee daily service operations, including installation, commissioning, maintenance, troubleshooting, repairs, and technical escalations.

• Coordinate service resources, spare parts, and logistics to ensure timely and efficient service delivery.

• Act as the main point of contact for customers, managing service requests, escalations, and customer satisfaction.

• Develop and manage service agreements and SLAs, ensuring compliance with contractual obligations and performance targets.

• Establish and manage a service ticketing system and 24/7 remote support infrastructure, including workflows, secure access, and escalation procedures.

• Oversee service administration, monitor KPIs, and drive continuous improvements in service quality and operational efficiency.

• Ensure compliance with quality and safety standards, and participate in scheduled on-call duties, including weekends.

• Bachelor's degree in Engineering, Mechatronics, Industrial Automation, or a related technical field, or equivalent practical experience.
• 5-8 years experience in technical service management, after-sales operations, or field service leadership, preferably in robotics, industrial automation or industrial software.
• Strong technical understanding of industrial robotics, automation systems, and related technologies.
• Experience managing technical teams, service operations, customer escalations, and Service Level Agreements (SLAs).
• Familiarity with service ticketing systems, remote technical support, and service performance monitoring.
• Strong leadership, organizational, problem-solving, and communication skills, with a customer-focused mindset.
• Professional proficiency in English
• Valid driver's license and willingness to travel, with up to 50% of working time spent at customer sites