Job
- Level
- Lead
- Ort
- Stuttgart
- Arbeitsmodell
- Onsite
- Job Feld
- IT, System, Embedded
- Anstellung
- Vollzeit
- Vertragsart
- Unbefristetes Dienstverhältnis
Job Zusammenfassung
In dieser Schlüsselposition entwickelst du den technischen Kundensupport mit dem Aufbau von Systemen für die Ticketbearbeitung, Remote-Diagnosen und die Koordination von Außendienstmitarbeitern.
Deine Rolle im Team
- We're looking for a Director of Technical Support to build our customer-facing support function, covering everything from a customer opening a ticket to a cell 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.
- Stand up the support desk, including ticket intake, triage, severity tiers, response and restore targets and an SLA framework.
- 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.
- Run a closed escalation loop with Engineering, so field failures are triaged, root-caused and fixed in the product.
- 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.
Unsere Erwartungen an dich
Ausbildung
- Degree in mechatronics, electrical or mechanical engineering, automation or a related field, or equivalent practical experience.
Qualifikationen
- 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.
- Strong command of service metrics such as MTTR, uptime, SLA attainment and first-contact resolution.
- Calm, structured escalation management with customers and internal teams.
- Fluent German and English.
- Willingness to travel to customer sites.
Erfahrung
- 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.
Unser Angebot
- Competitive salary and equity in a fast-growing Series B robotics company.
- Flexible PTO and a collaborative, high-ownership culture.
- Ownership of how our customers experience Sereact once their cells are live.
Themen mit denen du dich im Job beschäftigst
Job Standorte
Das ist dein Arbeitgeber
Sereact GmbH
Die Sereact GmbH mit Sitz in Stuttgart ist ein innovatives Unternehmen, das sich auf die Entwicklung von KI-Lösungen für autonome Roboter fokussiert. Die Firma bietet eine hardwareunabhängige Software, die Robotern hilft, ihre Umgebung zu erkennen und Kommissionierprozesse effizient zu automatisieren. Seit ihrer Gründung im Jahr 2021 hat Sereact das Ziel, die Effizienz in der Lager- und Produktionsautomatisierung deutlich zu erhöhen.
Description
- Unternehmenstyp
- Startup
- Arbeitsmodell
- Hybrid, Onsite
- Branche
- Internet, IT, Telekom
Director Technical Support & Field Service
- Ort
- Stuttgart
- Arbeitsmodell
- Onsite
- Diversität
- Für alle Personen geeignet (m/w/d)
