Maintenance Director

Summary

Join Exotec, a leading robotics company, as the Western Europe Customer Services Director! Lead and develop a team of over 100 maintenance and customer service experts across six countries. You will own all customer service activities, define and execute maintenance strategies, manage contracts, and ensure high customer satisfaction. This role requires a technical degree, 10+ years of experience (5+ in a similar role), and proven international team management skills. The position is remote with up to 3 days a week of travel. Exotec offers competitive benefits including health insurance, group bonuses, family policy, mobility programs, and training opportunities.

Requirements

• Technical degree, engineering degree or relevant field
• 10+ years of experience with at least 5 years on a similar role (roles that may correspond : maintenance, customer success, after sales)
• Proven experience as a team manager working in an international context
• Broad knowledge on mechanical, electrical and engineering or logistics and ideally in intralogistics
• Convincing results in customer/user satisfaction management
• Ability to track activities, manage performance, and generate reports to ensure continuous improvement
• Excellent communication skills, with the ability to engage and lead teams, as well as build strong relationships with clients
• Strong analytical abilities with a focus on resolving challenges and improving processes
• Fluency in English

Responsibilities

• Own and lead all customer services activities (maintenance, customer success...) for the Western Europe business unit
• Act as the right hand of the managing director, ensuring the highest levels in customer satisfaction
• Play a critical role in defining and executing the Maintenance vision and strategy, ensuring that maintenance teams effectively implement these strategies across the region
• Be in charge of the life of our maintenance contracts (signature/supervision/renewal) on customer sites by being the key point of contact for our client
• Lead, motivate, and guide a diverse team of over 100 maintenance and customer services experts across six countries, fostering a culture of collaboration and high performance
• Lead the ongoing development of the Exotec maintenance organization, ensuring that it scales effectively to meet the demands of global growth while maintaining performance standards
• Drive the development, implementation, and monitoring of key performance indicators (KPIs) to ensure optimal maintenance performance and service delivery
• Ensure that all maintenance activities are performed to the highest quality standards and contribute to the success of customer sites
• Be responsible for site safety and compliance with rules and procedures
• Work closely with R&D, manufacturing, and deployment teams in France to discuss challenges, resolve issues, and implement process improvements
• Work closely with sales teams to improve our offers, and participate to some meetings in pre sales

Benefits

• Competitive mutual and health insurance coverage
• Group bonuses and BSPCE awards
• Attractive family policy
• Internal and international mobility program
• Numerous training and development opportunities