Director Technical Support & Field Service

Your Responsibilities

Support Desk & Remote Diagnostics

• Stand up the support desk, including ticket intake, triage, severity tiers, response and restore targets and an SLA framework

• Define a coverage model for the EU and a plan for US time zones as the fleet grows

• Build remote diagnostics on top of Cortex telemetry so most issues are triaged and fixed without a site visit

Escalation & Field Service

• Run a closed escalation loop with Engineering, so field failures are triaged, root-caused and fixed in the product

• Coordinate field service, including dispatch, on-site playbooks and third-party field technicians where needed

• Identify the top recurring field failures and get them onto the product roadmap

Spares, RMA & Customer Enablement

• Own the customer-facing RMA process and spare parts availability at customer sites, working with Supply Chain on procurement and logistics

• Build customer onboarding, operator training, documentation and a knowledge base so customers can handle routine issues themselves

Metrics & Team

• Own fleet uptime, MTTR, first-contact and first-visit resolution, SLA attainment and CSAT, and drive them up as the fleet grows

• Hire and lead the first support and field engineers

• Take front-line support duty off the founders and wider team

Qualifications

Education and Experience

• 8+ years in technical support, field service or after-sales for complex hardware, including several years leading teams

• A track record of building a technical support, field service or after-sales function from scratch for a deployed hardware product as the installed base grew from tens to hundreds of sites

• Hands-on experience setting up remote diagnostics and telemetry, ticketing and SLAs, escalation to engineering, spares and RMA, and field service coordination

• Degree in mechatronics, electrical or mechanical engineering, automation or a related field, or equivalent practical experience

Skills

• Technical depth in mechatronics, controls or robotics, plus comfort working with software and telemetry data

• Strong command of service metrics such as MTTR, uptime, SLA attainment and first-contact resolution

• Calm, structured escalation management with customers and internal teams

• Fluent German and English

• Willingness to travel to customer sites

Additional Skills / Nice to Have

• Experience in robotics, warehouse automation, AMRs or industrial automation, or in service for other deployed complex hardware such as energy storage, drones, medical or lab equipment, semiconductor equipment or machinery

• Experience with IoT fleet monitoring or remote telemetry tooling

• Experience running service coverage across the EU and US

• Background in application or commissioning engineering

What We Offer

• Competitive salary and equity in a fast-growing Series B robotics company

• Flexible PTO and a collaborative, high-ownership culture

• Ownership of how our customers experience Sereact once their cells are live