Job
- Level
- Lead
- Location
- Stuttgart
- Working Model
- Onsite
- Job Field
- IT, System, Embedded
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this key position, you will develop the technical customer support by establishing systems for ticket processing, remote diagnostics, and coordinating field service technicians.
Your role in the team
- We are looking for a Director of Technical Support to build our customer-facing support function, covering everything from a customer opening a ticket to a call back at target uptime.
- This is a player-coach role: you will stay hands-on technically while you hire the team and put the systems in place.
- You will work closely with our Hardware Product Engineering and Supply Chain leads.
- Richten Sie den Support-Desk ein, einschließlich Ticketaufnahme, Triage, Schweregradstufen, Reaktions- und Wiederherstellungsziele sowie eines SLA-Rahmens.
- Define a coverage model for the EU and a plan for US time zones as the fleet grows.
- Build remote diagnostics on top of Cortex telemetry so most issues are triaged and fixed without a site visit.
- Führen Sie eine geschlossene Eskalationsschleife mit der Entwicklungsabteilung durch, damit Feldfehler triagiert, ursachenanalysiert und im Produkt behoben werden.
- Coordinate field service, including dispatch, on-site playbooks and third-party field technicians where needed.
- Identify the top recurring field failures and get them onto the product roadmap.
- Own the customer-facing RMA process and spare parts availability at customer sites, working with Supply Chain on procurement and logistics.
- Build customer onboarding, operator training, documentation and a knowledge base so customers can handle routine issues themselves.
- Own fleet uptime, MTTR, first-contact and first-visit resolution, SLA attainment and CSAT, and drive them up as the fleet grows.
- Hire and lead the first support and field engineers.
- Take front-line support duty off the founders and wider team.
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Our expectations of you
Education
- Degree in mechatronics, electrical or mechanical engineering, automation or a related field, or equivalent practical experience.
Qualifications
- A track record of building a technical support, field service or after-sales function from scratch for a deployed hardware product as the installed base grew from tens to hundreds of sites.
- Technical depth in mechatronics, controls or robotics, plus comfort working with software and telemetry data.
- Starke Kenntnisse in Servicekennzahlen wie MTTR, Verfügbarkeit, SLA-Erfüllung und First-Contact-Resolution.
- Calm, structured escalation management with customers and internal teams.
- Fluent in German and English.
- Bereitschaft, zu Kunden vor Ort zu reisen.
Experience
- 8+ years in technical support, field service or after-sales for complex hardware, including several years leading teams.
- Hands-on experience setting up remote diagnostics and telemetry, ticketing and SLAs, escalation to engineering, spares and RMA, and field service coordination.
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What we offer
- Competitive salary and equity in a fast-growing Series B robotics company.
- Flexible PTO and a collaborative, high-ownership culture.
- Verantwortung dafür, wie unsere Kunden Sereact erleben, sobald ihre Zellen live sind.
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Topics You Will Work On
Job Locations
About Your Employer
Sereact GmbH
Sereact GmbH, based in Stuttgart, is an innovative company focused on developing AI solutions for autonomous robots. The firm offers hardware-agnostic software that enables robots to perceive their environment and efficiently automate picking processes. Since its founding in 2021, Sereact aims to significantly enhance efficiency in warehouse and production automation.
Description
- Company Type
- Startup
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Director Technical Support & Field Service
- Location
- Stuttgart
- Working Model
- Onsite
- Diversity
- Open for all genders
