Director Technical Support & Field Service (Fully Remote)

Sereact GmbH; United States; Remote; USD 90,000 - 135,000; Full time

Benefits offered by this job

Equity

Flexible PTO

Job summary

Sereact is seeking a leader to establish and run a high-ownership support and field-service team. You will stand up the support desk, define triage, severity tiers, response targets and an SLA framework, and build remote diagnostics on Cortex telemetry to reduce site visits.

You will coordinate field service, dispatch, on-site playbooks and third-party technicians, while owning uptime, MTTR and CSAT metrics and hiring the first wave of support and field engineers.

Qualifications

• Experience leading support and field teams.
• Strong ability to manage MTTR, CSAT and uptime metrics.
• Experience with dispatch, on-site playbooks and third-party field technicians.

Responsibilities

• Stand up the support desk, including ticket intake, triage, severity tiers, response and restore targets and an SLA framework.
• Build remote diagnostics on top of Cortex telemetry so most issues are triaged and fixed without a site visit.
• Coordinate field service, including dispatch, on-site playbooks and third-party field technicians.
• Own fleet uptime, MTTR, first-contact and first-visit resolution, SLA attainment and CSAT.
• Hire and lead the first support and field engineers.

Skills

Leadership

Field service management

SLA management

Customer support

Tools

Cortex telemetry

Job description

• Stand up the support desk, including ticket intake, triage, severity tiers, response and restore targets and an SLA framework.
• Build remote diagnostics on top of Cortex telemetry so most issues are triaged and fixed without a site visit.
• Coordinate field service, including dispatch, on-site playbooks and third-party field technicians.

Metrics and Team:

• Own fleet uptime, MTTR, first-contact and first-visit resolution, SLA attainment and CSAT.
• Hire and lead the first support and field engineers.

What We Offer:

• Competitive salary and equity in a fast-growing Series B robotics company.
• Flexible PTO and a collaborative, high-ownership culture.

Sereact

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. We are a Series B robotics company with a deployed fleet growing from around 50 cells to several hundred, and we foster a collaborative, high-ownership culture.