Global Robot Support Operations Leader

Engineered Arts Limited; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Engineered Arts Limited is seeking a leader to build and run a global customer support function for Ameca and Mesmer robots. You will shape how we install, maintain, diagnose and repair across time zones, balancing in-house work with trusted partners and contractors.

You’ll be the voice of the customer inside the business, delivering insights to product, quality and engineering. You will report to the COO as a strategic partner, defining the vision, structure and operating model for global

Qualifications

• Proven track record building or scaling a technical support/service operation across regions.
• Significant leadership of technical support, field service or service engineering teams for complex hardware products.
• Experience in international customer support delivery across time zones with remote teams or partners.
• Experience working with service partners, contractors or distributors; assess build-vs-partner options.
• Strong technical grounding in hardware support across mechanical, electronic and software issues.

Responsibilities

• Define the vision, structure and operating model for global support operations including fleet readiness, installation, training, and remote support.
• Accountable for a tiered support model with clear ownership and handoffs.
• Ensure international customer coverage with follow-the-sun support and regional hubs.
• Define build/partner/hybrid strategy for each operation element and bring recommendations to leadership.
• Build business case for headcount, tools, spares and partners; own the support budget.
• Own the support roadmap and annual OKRs; report on progress.
• Define and own processes and SOPs across support operations; ensure adherence and currency.
• Select, contract and manage partners across service areas; set performance standards and SOPs.
• Lead, coach and develop the Robot Support Engineers; manage travel and workload.
• Plan and manage travel, time off and coverage to balance field work and events.
• Protect team wellbeing; foster root-cause problem solving and customer care.
• Promote safety culture in line with HSE requirements.

Job description

Engineered Arts Limited is seeking a leader to build and run a global customer support function for Ameca and Mesmer robots. You will shape how we install, maintain, diagnose and repair across time zones, balancing in-house work with trusted partners and contractors.

You’ll be the voice of the customer inside the business, delivering insights to product, quality and engineering. You will report to the COO as a strategic partner, defining the vision, structure and operating model for global