Director Technical Support & Field Service

Academic Key; Stuttgart; Hybrid; EUR 130,000 - 170,000; Full time

Benefits offered by this job

Competitive salary and equity

Flexible PTO

Collaborative culture

Ownership of customer experience

Job summary

Sereact GmbH in Stuttgart is seeking a Director of Technical Support to build and lead our customer-facing support and field service function. You will stay hands-on technically while hiring the team and implementing systems to achieve target uptime.

You will work closely with our hardware engineering and supply chain leads to triage issues, coordinate remote diagnostics, and drive the product roadmap based on field learnings.

Qualifications

• 8+ years in technical support or field service for complex hardware with leadership.
• Track record building a technical support/field service function from scratch.
• Hands-on experience with remote diagnostics, telemetry, ticketing, SLAs, escalation to engineering.
• Degree in mechatronics, electrical or mechanical engineering, automation or related field.

Responsibilities

• Support Desk & Remote Diagnostics: stand up the desk, triage, severity tiers, SLAs and coverage.
• Escalation & Field Service: close loop with Engineering, coordinate dispatch and field technicians.
• Spares, RMA & Customer Enablement: own RMA process and spare parts availability; create onboarding and training.
• Metrics & Team: own uptime, MTTR, CSAT; hire and lead initial support/field engineers.

Job description

Director Technical Support & Field Service

Abroad

Who We Are: 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. We are on a mission to redefine how physical work gets done, and we're looking for curious, bold thinkers to help shape the future of robotics with us.

Overview: Our 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, our vision-language-action model. They run in live warehouse and logistics operations across the EU and US, and our deployed fleet is growing from around 50 cells to several hundred. Customer uptime now needs a dedicated owner. We're looking for a Director of Technical Support to build our customer-facing support function, covering everything from a customer opening a ticket to a cell back at target uptime. This is a player-coach role: you will stay hands‑on technically while you hire the team and put the systems in place. You will work closely with our Hardware Product Engineering and Supply Chain leads.

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
• A collaborative, high-ownership culture
• Ownership of how our customers experience Sereact once their cells are live

Location

• Stuttgart Schockenriedstr. 17
• Abroad

Contract

• Full Time

Sereact GmbH

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