Service Lead - US

Dexory Ltd.; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401k

20 days annual leave

Job summary

Dexory Ltd. is seeking a Service Lead to scale our North American service operations. This role involves shaping how services are delivered, leading technicians in complex environments, and ensuring fleet performance. The ideal candidate has over 5 years of experience in field service, particularly with electromechanical systems, and is comfortable with extensive travel across North America. Benefits include health insurance, a 401k plan, and 20 days of annual leave, promoting a collaborative culture focused on operational excellence.

Qualifications

• 5+ years in field service or technical operations, preferably in robotics or similar fields.
• Strong hands-on electrical and mechanical troubleshooting capability.
• Experience leading teams in fast-moving environments.

Responsibilities

• Build and scale service operations across North America.
• Lead hands-on servicing and maintenance of Dexory robotic systems.
• Develop preventative maintenance strategies with Engineering.

Skills

Hands-on electrical troubleshooting

Team leadership in technical operations

Problem-solving methods

Tools

Jira

Confluence

Slack

G-Suite

Job description

At Dexory, we’re redefining how warehouses operate—combining robotics, real‑time data intelligence, and digital twin technology to give global logistics leaders unprecedented visibility and control over their operations.

We’re entering a phase of rapid expansion, bringing our technology to more customers, more sites, and more complex environments than ever before. This is where you come in…

The Opportunity

We’re looking for a Service Lead to scale our North American service operation (with travel across North America and global sites as required). This isn’t a role where you inherit a mature function—you’ll shape it. From defining how service is delivered, to leading technicians in the field, to influencing product improvements through real‑world feedback, you’ll sit at the intersection of engineering, operations, and customer success.

You’ll start by getting hands‑on with our systems—training across production and service to deeply understand how our robots are built, deployed, and maintained. From there, you’ll take ownership of fleet performance, uptime, and the entire service experience across the region.

If you’re motivated by building, solving complex technical challenges, and leading from the front, this role will put you right where the action is!

What You’ll Own

• Build and scale service operations across North America—processes, standards, and team capability
• Lead hands‑on servicing, maintenance, and repair of Dexory robotic systems in the field
• Develop preventative maintenance strategies in partnership with Engineering to maximise uptime
• Create and implement service procedures, diagnostics, and repair standards
• Act as the escalation point for complex technical issues and critical incidents
• Lead and mentor field technicians, especially in high‑pressure troubleshooting scenarios
• Drive root cause analysis and continuous improvement, feeding insights back into product and engineering
• Own service quality, traceability, and compliance with safety and QA standards
• Be the trusted technical partner for customers during deployments and ongoing operations
• Collaborate globally to support deployments and share best practices across regions

What You Bring

• 5+ years in field service, electromechanical systems, or technical operations (robotics, aerospace, automotive, rail, or similar)
• Strong hands‑on electrical and mechanical troubleshooting capability
• Experience leading teams in complex, fast‑moving environments
• A builder’s mindset—you’re comfortable creating structure where none exists
• Clear communicator, able to work across technical and customer‑facing contexts
• High standards for quality, safety, and operational excellence
• Willingness to travel extensively across North America (and occasionally internationally)

Bonus Points

• Experience with tools like Jira, Confluence, Slack, or G‑Suite
• Familiarity with MES or production systems
• Knowledge of structured problem‑solving methods (5 Whys, FMEA, Fishbone)

Starting from the interview process and continuing into your career with us, you will be working by our four Operating Principles:

• Performance: High standards, outstanding results,
• Commitment: All in, every time
• One team: One mission, shared success

Joining our team and company isn’t just about expertise; it’s about embracing uncertainty with ambition. We’re crafting world‑changing solutions, fueled by a passion to redefine what’s possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision.

Benefits

• Health insurance
• 401k
• 20 days annual leave
• Social security etc.

AAP/EEO Statement

Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note: We are unable to provide sponsorship or relocation for this role.