Director Technical Support & Field Service
This role asks for a hands‑on leader who can build a customer support and field service function from nothing for robot cells already running in live warehouses. A strong candidate has years of experience supporting complex hardware as the installed base grew, has led teams, and is comfortable with service metrics like uptime and repair time. Technical depth in robotics or mechatronics, calm handling of tense escalations, fluent German and English, and willingness to travel to customer sites all matter.
How it fits the AI era
The robots run on a vision-language-action model that sends back telemetry, so much of the support work can shift to remote diagnosis, with AI‑informed data helping spot and fix problems before anyone travels to a site. What stays human is judgment on tough escalations, trust with customers, hiring and coaching a team, and deciding which recurring failures deserve a product fix.
How it builds AI experience
Someone in this role would learn how an AI‑driven robot fleet behaves in real operations, and how to turn telemetry into faster triage and fewer site visits. Those without direct robotics experience can build toward it by practicing with fleet monitoring tools and reading telemetry data, and by learning how support feedback shapes a physical AI product as it grows from dozens of cells to hundreds.
Worth showing
- Built support function from scratch
- Remote diagnostics and telemetry
- Uptime and MTTR improvement
- Engineering escalation management
- Hiring and leading field teams
This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.
About Sereact
Sereact builds AI software that gives robots the intelligence to pick, sort, and inspect objects in warehouses and manufacturing, per the company.
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