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Director Technical Support & Field Service

Sereact GmbH· Leadership
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Hybrid (Stuttgart Schockenriedstr. 17)Full-timePosted 5d ago

About the role

Director responsible for building and leading the customer-facing technical support and field service function for AI-driven robotics hardware, ensuring uptime, triage efficiency, and scalable support across EU and US, while remaining hands-on and collaborating with Hardware Product Engineering and Supply Chain.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:Technical support leadershipRemote diagnostics and telemetryEscalation managementField service coordinationRMA & spare parts managementBilingual communicationTravel willingness

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
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Sereact GmbH

One Brain. Any Robot.

The industrial autonomy platform providing real-world autonomous robotics powered by Vision-Language-Action AI.

CortexHumanoidLensPick and PlacePlatformPutwallReturns HandlingRobotic Putwall
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