Field Service Lead

Job description

ABOUT US Harmattan AI is a next-generation defense prime building autonomous and scalable defense systems. Following the close of a $200M Series B, valuing the company at $1.4 billion, we are expanding our teams and capabilities to deliver mission-critical systems to allied forces. Our work is guided by clear values: building technologies with real-world impact, pursuing excellence in everything we do, setting ambitious goals, and taking on the hardest technical challenges. We operate in a demanding environment where rigor, ownership, and execution are expected. About the Role As Field Service Lead, you run the team that keeps the organisation's deployed complex technical systems operational across customer sites. You own the maintenance program, the readiness of the deployed estate, and the standards your team works to — and you serve as the senior escalation point for complex faults that go beyond first-level resolution. This is a hands-on leadership role: you combine advanced technical depth with team coordination on the ground. This is the senior tier of the Field Service track — same maintenance DNA as the Field Service Specialist, with added team leadership, maintenance-program ownership, spares and sustainment accountability, and advanced-diagnosis authority. Responsibilities - Team Leadership: Lead, schedule, and mentor a team of Field Service Specialists across multiple customer sites; allocate resources and ensure consistent, high-quality maintenance execution. - Maintenance Program Ownership: Own the preventive and corrective maintenance program for the deployed estate; ensure systems are kept at operational readiness. - Standards & Procedures: Define and maintain maintenance standards, procedures, and checklists; ensure adherence and drive continuous improvement. - Senior Escalation & Advanced Diagnosis: Act as the senior point for complex fault diagnosis and corrective action escalated from the field; oversee depot-level and sub-assembly repair capability. - Spares & Sustainment Management: Own the spare-parts and sustainment model — availability, consumption tracking, reorder signals, and obsolescence management; feed reliability and failure-trend data back to engineering. - Readiness Reporting: Track and report system availability and maintenance status; identify and resolve issues before they affect operational readiness. - Customer Enablement: Oversee knowledge transfer and support to customer maintenance teams; drive toward their operational autonomy. - Escalation Bridge: Serve as the link between field maintenance and engineering for recurring or systemic issues. Candidate Requirements - Substantial hands-on maintenance experience on complex electromechanical and/or electronic systems. - Demonstrated experience leading or coordinating field service or maintenance teams — leadership is a hard requirement, not a seniority label. - Advanced diagnostic depth: able to lead complex fault diagnosis and oversee component and sub-assembly-level repair. - Solid grasp of maintenance management: preventive programs, spares and sustainment, readiness tracking, and procedure definition. - Comfortable across hardware servicing and system software operations — diagnostics, configuration checks, applying updates. - Field leadership temperament: sound judgment under pressure, ability to keep a team effective and safe in austere environments; procedural rigor and strong safety mindset in safety-critical operational settings. - Comfortable with regular travel across customer sites — field mobility is core to this role. - Clearance eligibility and ability to meet confidentiality obligations required. - Proficiency in English is mandatory; French and Arabic are a plus. Nice to Have - Experience in technical or industrial sectors with maintenance of complex equipment. - Experience leading field service or sustainment teams in aerospace, heavy-equipment, or similar high-tech sectors. - Depot or repair facility setup and management experience. - Train-the-trainer or customer enablement experience. - Prior leadership background in industrial maintenance or large-scale technical operations. We look forward to hearing how you can help shape the future of autonomous defense systems at Harmattan AI.