Robotics Field Support Lead EU

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.

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

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

Benefits

• Flexible working hours
• Wellpass gym membership
• Full coverage of accommodation, meals, and travel expenses while on deployment