Director Technical Support & Field Service

present of AI; Stuttgart; Hybride; EUR 110 000 - 165 000; Plein temps

Résumé du poste

Sereact is seeking a hands-on Director to establish and lead a customer support and field service function for robotic warehouse cells in live operations. The role centers on uptime, rapid triage, and strong customer trust, with travel to sites as needed.

The ideal candidate combines robotics/mechatronics depth with leadership experience, excels in remote diagnostics, and communicates fluently in German and English to guide teams and customers alike.

Qualifications

• Experience building a support and field service function for complex hardware.
• Proven leadership of teams and service delivery with uptime/MTTR focus.
• Fluent in German and English for customer communication and escalations.
• Willingness to travel to customer sites as needed.
• Technical depth in robotics or mechatronics and comfort with remote diagnosis.

Responsabilités

• Build and lead a customer support and field service function from scratch.
• Drive uptime improvements and reduce MTTR for robot cells.
• Manage engineering escalations and coordinate remote diagnostics.
• Hire, coach, and retain field teams across regions.
• Leverage telemetry to triage issues and minimize site visits.

Connaissances

Leadership

People management

Customer support

Field service

Robotics/Mechatronics

Remote diagnostics

Telemetry data analysis

Travel willingness

German & English fluency

Outils

Fleet monitoring tools

Telemetry analysis tools

Description du poste

Director Technical Support & Field Service

This role asks for a hands‑on leader who can build a customer support and field service function from nothing for robot cells already running in live warehouses. A strong candidate has years of experience supporting complex hardware as the installed base grew, has led teams, and is comfortable with service metrics like uptime and repair time. Technical depth in robotics or mechatronics, calm handling of tense escalations, fluent German and English, and willingness to travel to customer sites all matter.

How it fits the AI era

The robots run on a vision-language-action model that sends back telemetry, so much of the support work can shift to remote diagnosis, with AI‑informed data helping spot and fix problems before anyone travels to a site. What stays human is judgment on tough escalations, trust with customers, hiring and coaching a team, and deciding which recurring failures deserve a product fix.

How it builds AI experience

Someone in this role would learn how an AI‑driven robot fleet behaves in real operations, and how to turn telemetry into faster triage and fewer site visits. Those without direct robotics experience can build toward it by practicing with fleet monitoring tools and reading telemetry data, and by learning how support feedback shapes a physical AI product as it grows from dozens of cells to hundreds.

Worth showing

• Built support function from scratch
• Remote diagnostics and telemetry
• Uptime and MTTR improvement
• Engineering escalation management
• Hiring and leading field teams

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Sereact

Sereact builds AI software that gives robots the intelligence to pick, sort, and inspect objects in warehouses and manufacturing, per the company.