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Salary: EUR 100,000 - 120,000 / annual
Mechasys is seeking a senior, hands-on leader to build and scale the global customer support and field operations function. This is a builder role combining direct execution with strategic leadership as the company grows.
Key Responsibilities:
You will own customer and field support, managing complex customer escalations and critical support cases. You'll work directly with customers and field crews on construction sites, ensuring they can successfully deploy and operate the technology. You'll identify recurring issues and turn them into actionable improvements for product, engineering, and operations.
You will build the global support model by developing and implementing a clear Tier 1, Tier 2, and Tier 3 support structure. Define escalation paths, responsibilities, and service standards. Build SOPs, troubleshooting guides, onboarding documentation, and internal knowledge resources. Create repeatable and scalable processes to reduce dependency on ad hoc support.
You will define the operating infrastructure by defining and tracking key support metrics (time to resolution, first response time). Evaluate and optimize the support tech stack and workflows. Use support data and customer feedback to identify systemic product and operations issues.
You will scale the organization globally by defining the future structure of the support team based on customer growth. Recruit, train, and develop support talent. Build the operating model required to support customers across multiple regions and time zones. Establish scalable global coverage while maintaining high technical expertise and customer experience.
Success in the first 12 months means establishing a clear tiered support model, fully understanding key customer and field issues, creating scalable support playbooks and operating processes, establishing baseline service and performance metrics, clarifying interfaces with engineering and product teams, and defining the team and infrastructure required for the next growth stage.
Requirements:
- 10+ years of experience in technical support, customer operations, field operations, or related functions
- Demonstrated experience building or scaling a technical support team
- Proven player-coach: comfortable resolving customer issues while building processes and teams
- Strong technical aptitude and ability to work efficiently with engineering and product teams
- Experience supporting complex hardware, software, or tech products
- Strong operational skills with ability to turn recurring problems into structured processes
- Experience working in an international environment
- Excellent written and verbal communication skills in English (additional languages a plus)
- Located in Europe and willing to travel regularly for customer, field site, and team syncs (up to 30–40% travel)
Strong Assets:
- Experience in construction technology, geospatial technology, or field operations
- Familiarity with robotic total stations, GNSS, or surveying equipment
- Understanding of CAD/BIM workflows and tools such as Revit or AutoCAD
- Experience working on construction sites
- Experience building support models or managing distributed teams
