Director Technical Support and Field Service
Sereact is a Stuttgart-based physical-AI robotics company whose Cortex software enables autonomous warehouse and manufacturing operations across robot platforms.
Funding history
About Sereact
Sereact GmbH develops embodied-AI software for industrial robotics. Its Cortex system provides vision-language-action intelligence for tasks including robotic picking, returns handling, sorting, and warehouse inspection; the company also offers products such as Sereact Lens and its operational data platform.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will build and lead customer-facing technical support and field service for deployed robotic systems. You will establish ticketing, diagnostics, escalation, service coverage, spares, RMA, onboarding, support metrics, and a support and field-engineering team.
Requirements
- 8+ years in technical support, field service, or after-sales for complex hardware
- Several years leading teams
- Experience building a support, field-service, or after-sales function for deployed hardware
- Experience with remote diagnostics, telemetry, ticketing, SLAs, engineering escalation, spares, RMA, and field-service coordination
- Technical depth in mechatronics, controls, or robotics
- Knowledge of MTTR, uptime, SLA attainment, and first-contact resolution
- Fluent German and English
- Willingness to travel to customer sites
Responsibilities
- Establish the support desk, ticket intake, triage, severity tiers, targets, and SLA framework
- Define support coverage for the EU and US time zones
- Build remote diagnostics using telemetry
- Run escalations with Engineering and drive root-cause resolution
- Coordinate field-service dispatch, playbooks, and third-party technicians
- Own customer-facing RMA processes and spare-parts availability
- Build customer onboarding, operator training, documentation, and a knowledge base
- Own uptime, MTTR, resolution, SLA, and CSAT metrics
- Hire and lead support and field engineers
Benefits
- Equity
- Flexible PTO