Director Technical Support & Field Service (m/f/d)

The role

You will build the customer-facing support function and own customer uptime. This player-coach role involves staying hands-on technically while hiring a team and implementing support systems.

What you will do

• Stand up the support desk including ticket intake, triage, and SLA framework
• Define a coverage model for the EU and a plan for US time zones
• Build remote diagnostics on top of Cortex telemetry
• Run a closed escalation loop with Engineering
• Coordinate field service including dispatch and third-party technicians
• Identify recurring field failures for the product roadmap
• Own the customer-facing RMA process and spare parts availability
• Build customer onboarding, operator training, documentation and a knowledge base
• Own fleet uptime, MTTR, first-contact and first-visit resolution, SLA attainment and CSAT
• Hire and lead the first support and field engineers

Required qualifications

• 8+ years in technical support, field service or after-sales for complex hardware
• Several years leading teams
• Track record of building a technical support, field service or after-sales function from scratch for a deployed hardware product
• 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
• 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 e
• 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
• Equity
• Flexible PTO
• Collaborative, high-ownership culture

About the company

Sereact builds the intelligence that lets robots sense, reason, and act in the real world. Their technology closes automation gaps in industrial settings like warehouses and factories.