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Sereact builds AI-driven robotics systems for warehouse and logistics automation. Our pick-and-place and returns-handling cells combine robot arms, adaptive grippers, AI vision, and our proprietary Cortex vision-language-action model. We operate a growing fleet of deployed systems across the EU and US, scaling from ~50 to several hundred cells, and need a dedicated technical support leader to own customer uptime and experience.
You will build our customer-facing support function from the ground up as a player-coach: staying hands-on technically while hiring and leading the first support and field engineers. This role owns the entire support lifecycle—from ticket intake through restoration to target uptime.
Key Responsibilities:
• Stand up the support desk infrastructure: ticket intake, triage, severity tiers, SLA frameworks, and coverage models for EU and US time zones.
• Build remote diagnostics leveraging Cortex telemetry to triage and resolve most issues without site visits.
• Run escalation loops with Hardware Product Engineering to root-cause field failures and drive fixes into the product roadmap.
• Coordinate field service operations: dispatch, on-site playbooks, third-party technician coordination, and identification of recurring failure patterns.
• Own the RMA process, spare parts availability, and customer enablement (onboarding, operator training, documentation, knowledge base).
• Establish and drive key metrics: fleet uptime, MTTR, first-contact/first-visit resolution, SLA attainment, and CSAT.
• Hire and lead the first support and field engineering team, removing support burden from founders and wider team.
Requirements:
• 8+ years in technical support, field service, or after-sales for complex hardware, with several years leading teams.
• Proven track record building a technical support or field service function from scratch for a deployed hardware product, scaling from tens to hundreds of customer sites.
• Hands-on experience with remote diagnostics, telemetry, ticketing systems, SLAs, engineering escalation, spares/RMA processes, and field service coordination.
• Degree in mechatronics, electrical engineering, mechanical engineering, automation, or equivalent practical experience.
• Technical depth in mechatronics, controls, or robotics; comfort with software and telemetry data.
• Strong command of service metrics (MTTR, uptime, SLA attainment, first-contact resolution).
• Calm, structured escalation management with customers and internal teams.
• Fluent in German and English.
• Willingness to travel to customer sites.
Nice to Have:
• Experience in robotics, warehouse automation, AMRs, industrial automation, or service for complex deployed hardware (energy storage, drones, medical equipment, semiconductor equipment).
• IoT fleet monitoring or remote telemetry tooling experience.
• Service coverage experience across EU and US.
• Application or commissioning engineering background.
