Global Robot Support Operations Lead

Engineered Arts Llc; England; On-site; GBP 90,000 - 130,000; Full time

Job summary

Engineered Arts LLC is seeking a senior leader to build and lead its global customer support function for Amecа and Mesmer robots. You will own the customer experience from installation through end-of-life, establish regional hubs, train staff, and implement scalable processes across time zones.

Reporting to the COO, you will shape strategy, define workflows, manage partners, and ensure high standards of service while aligning with product and quality teams to improve robots and user experiences

Qualifications

• Proven track record of scaling technical support across multiple regions and leading cross-functional teams.
• Experience defining and implementing global support structures, SOPs and service levels.
• Strong stakeholder management and communication with senior leadership.

Responsibilities

• Define the vision and operating model for global support operations.
• Lead, coach and develop the support team across regions.
• Define and manage partner strategy, contracts and SLAs.

Skills

Leadership

Cross-regional oversight

Strategic planning

Stakeholder management

Travel adaptability

Technical grounding

People development

Tools

Helpdesk software

Ticketing systems

Knowledge base platforms

Job description

Engineered Arts LLC is seeking a senior leader to build and lead its global customer support function for Amecа and Mesmer robots. You will own the customer experience from installation through end-of-life, establish regional hubs, train staff, and implement scalable processes across time zones.

Reporting to the COO, you will shape strategy, define workflows, manage partners, and ensure high standards of service while aligning with product and quality teams to improve robots and user experiences