Robotics Field Support Lead EU
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 lead and mentor customer support specialists, manage ticket prioritization and escalations, and resolve complex robotics issues with engineering teams. You will establish support processes, KPIs, and SLAs; analyze operational data; maintain documentation; report performance; and travel extensively across Europe.
Requirements
- 5+ years of customer support or technical support experience
- 2+ years of leadership or supervisory experience
- Experience with robotics systems, automation, or hardware products
- CRM tools and support platforms
- Cross-functional team management
- High-volume ticket management
- Operational metrics reporting
- Robotics, mechatronics, or related background
- Python, C++, or ROS familiarity
- Willingness and ability to travel approximately 50% across Europe
Responsibilities
- Lead and mentor customer support specialists
- Handle escalations and ensure timely resolution of complex issues
- Develop and implement support processes, KPIs, and SLAs
- Collaborate with engineering and robotics teams to resolve technical problems
- Analyze support data to identify trends and improve quality
- Create and maintain the knowledge base and documentation
- Manage the global support queue and prioritize tickets
- Report ticket status, resolution times, and team performance to leadership
Benefits
- Flexible working hours
- Wellpass gym membership
- Full coverage of accommodation, meals, and travel expenses while on deployment