SG
Director Technical Support & Field Service
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 8+ years
Job description
Director of Technical Support at a robotics company, building and leading the customer-facing support function for AI-driven pick-and-place and returns-handling cells deployed in warehouses. Player-coach role combining hands-on technical work with hiring and setting up support systems.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- German – fluent, English – fluent
What you'll do
- 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
- 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
- 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
- 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
What we're looking for
- 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
- 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
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
Benefits
- 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
Apply
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About Sereact GmbH
We build the intelligence that lets robots sense, reason, and act in the real world, moving beyond the lab and into everyday industrial settings like warehouses and factories. Our technology closes the automation gaps that traditional systems can't solve.
Mission
We are on a mission to redefine how physical work gets done.
Key facts
- Robotics
- AI-driven pick-and-place and returns-handling cells combine robot arms, adaptive force-controlled grippers, AI vision and a safety cabinet, all driven by Cortex, a vision-language-action model
- Cells run in live warehouse and logistics operations across the EU and US
- Deployed fleet is growing from around 50 cells to several hundred
- Series B robotics company
What they value
- Curious
- Bold
- Collaborative
- High-ownership