Robotics Field Support Lead - EU (m/f/d)

Robotic Field Support Lead EU

About Us

Sereact is a rapidly growing embodied AI company revolutionizing industrial intelligence. We develop advanced robotics and artificial intelligence solutions that enable robotic systems to sense, reason, and act in real-world warehouse and factory environments — helping businesses streamline operations, increase productivity, and transform physical work.

Role Overview

As a Robotics Support Lead, you will be responsible for leading and scaling our global technical support operations for AI-powered robotic systems. This role combines hands-on technical expertise with team leadership, ensuring that customer issues are resolved efficiently while continuously improving support processes, tools, and performance. You will manage and mentor a team of support specialists, oversee ticket prioritization and escalation handling, and work closely with engineering and product teams to diagnose and resolve complex technical challenges. By leveraging data and customer insights, you will drive improvements in system reliability, support workflows, and overall customer satisfaction in a fast-paced, robotics-driven environment.

Your Responsibilities:

Lead and mentor a team of 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 product/service quality

Create and maintain knowledge base and documentation

Ensure high customer satisfaction and continuous improvement

Manage the global support queue, prioritising tickets based on urgency, impact, and SLA requirements

Provide regular reporting on ticket statuses, resolution times, and team performance to leadership

Requirements

5+ years of experience in customer support or technical support

2+ years in a leadership or supervisory role

Experience working with robotics systems, automation, or hardware products

Strong problem-solving and communication skills

Familiarity with CRM tools and support platforms

Ability to manage cross-functional teams

Proven ability to manage high-volume ticketing and prioritise competing technical demands

Strong data literacy with experience reporting on operational metrics and projects

Preferred Qualifications

Background in robotics, mechatronics, or related field

Experience in SaaS + hardware environments

Familiarity with programming (Python, C++, ROS, etc.)

Knowledge of troubleshooting robotic systems or IoT devices

Travel

Willingness and ability to travel extensively across Europe (approximately 50%) is required for this role.

What We Offer:

Highly competitive compensation and excellent career development opportunities in a fast-growing company

Flexible working hours

Wellpass (gym membership)

Full coverage of accommodation, meals, and travel expenses while on deployment

A motivated team and an open corporate culture

Note to applicants: We are currently experiencing a high volume of interest in this role. Due to this, our review process is taking a bit longer than usual. We appreciate your patience.