Head of Service & Support

Job Description

Industry: Automation Machinery Manufacturing and Machinery Manufacturing
Seniority for this role: Director
Cleveron is a global leader in robotics and locker solutions, with a service presence in over 50 countries. As Head of Service & Support, you will lead a dedicated team responsible for managing, maintaining, and enhancing the performance of our cutting-edge locker and robotics units worldwide. This role will challenge you to optimize service delivery, nurture international partnerships, and drive excellence across a high-performing team. You will lead a department of 30+ people directly managing 6 team leads. Key Responsibilities: Manage and mentor a medium-to-large service and support team, fostering a high-performance culture that excels in customer satisfaction and operational excellence. Ensure adherence to SLA targets and service metrics, using a data-driven approach to refine processes and identify areas for improvement. Act as a champion for our customers, deeply understanding their needs, and translating feedback into service improvements and new offerings. Analyze service data and reporting metrics, using insights to drive business improvements and strategic decision-making. Develop and enhance our service offerings, identifying growth opportunities and increasing the value we deliver to clients. Effectively communicate with team members and stakeholders, ensuring transparency and clarity in all interactions. Qualifications: At least 8 years in a leading service/support role managing medium-to-large service teams, preferably with a strong focus on hardware support. Proven experience working in an international setting with a deep understanding of cultural nuances and diverse customer needs. Strong background in hardware support for complex systems, with knowledge of robotics or locker-based units as a plus. Ability to interpret data, manage metrics, and apply insights to enhance service delivery and business outcomes. Committed to understanding and improving customer experiences, with a proactive approach to feedback and problem-solving. Strong commercial insight, with the ability to innovate and scale service offerings. Fluent in English with strong written and verbal communication skills. Willing to be based in Viljandi or commute at least three days per week. Why Join Cleveron? In this role, you’ll be pivotal in shaping Cleveron’s global service landscape. You’ll be joining a forward-thinking, innovative team dedicated to reimagining logistics solutions on a global scale. This is an exceptional opportunity to grow, lead, and make a tangible impact in a high-growth industry. Show more Show less