Director Technical Support and Field Service

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.

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

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

Benefits

• Equity
• Flexible PTO