Head of Global Customer Support

UNIKIE MARSHALLING | EUROPE Unikie Marshalling is looking for an experienced Head of Global Customer Support to build and lead our customer support capability as our autonomous driving solutions move from pilots into production operations. This is a leadership and organization-building role. You will define how we support customers globally and build the people, processes and partnerships required to deliver reliable production support. A key part of the role will be developing the right combination of Unikie's own capabilities and strategic partners, potentially including organizations with an established global footprint in robotics and industrial automation support. YOUR RESPONSIBILITIES

• Build and lead our global customer support organization.
• Recruit, develop and lead a high-performing international team.
• Define the global support operating model, responsibilities and escalation paths.
• Establish and manage strategic global support partnerships.
• Own support performance, SLAs and critical customer escalations.
• Develop scalable incident management, monitoring and service processes.
• Work closely with customers, engineering, deployment teams and partners to continuously improve service quality.

WHY JOIN US? This is an opportunity to build a global customer support capability from the ground up for cutting-edge autonomous driving and robotics solutions. You will have a significant role in shaping our support organization, operating model and global partner ecosystem while working with major automotive and industrial customers. LOCATION: Flexible within Europe TRAVEL: International travel required Skills Required

• Team leadership
• Team Building and Management
• People leadership
• Incident management
• Customer Support Management
• B2B customer support

Locations

• Tampere
• Tallinn
• Helsinki
• Turku

WHAT WE EXPECT MANDATORY

• Proven experience leading global customer support, service or technical operations.
• Strong people leadership and line-management experience.
• Demonstrated experience building and scaling teams and organizations.
• Experience working across countries, cultures and time zones.
• Strong customer, stakeholder and partner-management skills.

CONSIDERED AN ADVANTAGE

• Robotics, autonomous systems or industrial automation support.
• Automotive or industrial manufacturing environments.
• 24/7, high-availability or mission-critical operations.
• ITIL/ITSM and SLA-driven support organizations.

Direct robotics experience is a plus, but proven global operations leadership, team building and customer support experience are the key requirements. If your experience and skills align with the requirements of the role, we will contact you to arrange an introductory call. WHY JOIN UNIKIE? We are dedicated partner for global players in our segments – Unikie supplies technology solutions and services to several global Fortune 500 companies in EMEA and America. As a responsible and competent partner, we have access to some of the most interesting projects. Technology we create enables our clients to become digital leaders in their own industries. We cherish transparency and do our best that it shows up in as many processes as possible. One example of this is our salary model. We have top-notch technical talent, dedication and excitement to develop ourselves and solve even the toughest challenges. The combination of our agile teams, proven track record, industry insight, and holistic service and solution model place us at the forefront of cutting-edge technologies. Work in a flexible low-hierarchy organization that looks after its own. Unikie is a global software engineering and innovation company that infuses intelligence into machines, vehicles, and industrial solutions. We provide intelligent solutions for the automotive, heavy equipment, transportation & logistics, devices & IoT, and networks & communication industries. With over 500 engineering professionals and a revenue of 65 million euros (2023), Unikie is a premium partner for unique embedded software and marshalling solutions that create value and success in the evolving digital landscape of tomorrow.