---
title: 'Director Technical Support & Field Service (m/f/d) at Sereact'
canonical: 'https://feeny.ai/job/director-technical-support-field-service-m-f-d-sereact-stuttgart-6rgvn8b0khc8'
type: 'job'
last_seen: '2026-11-09'
---

# Director Technical Support & Field Service (m/f/d) at Sereact

- **Company:** Sereact
- **Location:** Stuttgart, Germany
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-20
- **Last confirmed live:** 2026-11-09
- **Apply:** https://jobs.ashbyhq.com/sereact/124f5b05-7e94-495c-b168-ca3e9463c7a5

## Job description

Who We Are: We build the intelligence that lets robots sense, reason, and act in the real world, moving beyond the lab and into everyday industrial settings like warehouses and factories. Our technology closes the automation gaps that traditional systems can't solve. We are on a mission to redefine how physical work gets done, and we're looking for curious, bold thinkers to help shape the future of robotics with us. Overview: Our AI-driven pick-and-place and returns-handling cells combine robot arms, adaptive force-controlled grippers, AI vision and a safety cabinet, all driven by Cortex, our vision-language-action model. They run in live warehouse and logistics operations across the EU and US, and our deployed fleet is growing from around 50 cells to several hundred. Customer uptime now needs a dedicated owner. 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. Your Responsibilities: Support Desk & Remote Diagnostics

- 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

Escalation & Field Service

- 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

Spares, RMA & Customer Enablement

- 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

Metrics & Team

- 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

Qualifications: Education and Experience

- 8+ years in technical support, field service or after-sales for complex hardware, including several years leading teams
- 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
- Hands-on experience setting up remote diagnostics and telemetry, ticketing and SLAs, escalation to engineering, spares and RMA, and field service coordination
- Degree in mechatronics, electrical or mechanical engineering, automation or a related field, or equivalent practical experience

## Skills

- 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

Additional Skills / Nice to Have

- Experience in robotics, warehouse automation, AMRs or industrial automation, or in service for other deployed complex hardware such as energy storage, drones, medical or lab equipment, semiconductor equipment or machinery
- Experience with IoT fleet monitoring or remote telemetry tooling
- Experience running service coverage across the EU and US
- Background in application or commissioning engineering

What We Offer:

- 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

## About Sereact

## Company Overview
- **One-liner**: Sereact provides an embodied AI software layer that enables autonomous robotic picking, sorting, and inspection in industrial warehousing and logistics.
- **Entity Type**: Private (Series B – $110M raised in May 2026)
- **Headquarters**: Stuttgart, Germany (with additional offices in Mason, Ohio, USA and Boston, Massachusetts, USA)
- **Founded**: 2021
- **Founders**: Not publicly listed (the company was founded by a team of engineers from the University of Stuttgart / ARENA2036 ecosystem)

## Core Business
- **Primary industry**: Industrial robotics / AI software for logistics and supply chain
- **Target customers**: B2B – 3PLs, e‑commerce fulfillment centers, manufacturing, and retail enterprises
- **Mission**: “Bridging the gap between artificial intelligence and physical execution” – building the foundational software layer for the next era of industrial robotics.

## Products & Services
- **Cortex (VLAM – Vision Language Action Model)**: The core AI brain that enables zero-shot adaptation across standard 6‑axis and humanoid robot arms. Handles picking, placing, sorting, and inspection without retraining or tuning.
- **Robotic Picking**: Autonomous pick‑and‑place with 98% first‑attempt success and peak speeds >650 UPH.
- **Putwall Automation**: Batch picking and sortation for high‑throughput fulfillment.
- **Return Handling**: Automated inspection, sorting, and routing of returned items.
- **Embodied AI for Humanoids**: Dexterity module for changing tasks and mixed‑SKU environments.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric – Total Funding**: $140.78M (including $110M Series B led by Headline, closed ~May 2026)
- **Notable Investors/Partners**: Headline (lead Series B); customers include Daimler Truck, Material Bank, Ludwig Meister
- **Growth Signals**:
  - 50+ deployments across five continents
  - 500M+ real production picks processed
  - 99.9% uptime in live environments
  - 1 robot replaces 3–4.5 FTE, saving customers up to €111,000/month
  - Expansion into US market (offices in Ohio and Boston)

## Competitive Advantages
- **Zero‑shot adaptability**: No retraining or retooling required when SKU mix changes – works out of the box on new items.
- **Production‑proven VLAM**: Trained on millions of real‑world picks; works in brownfield sites, not just lab conditions.
- **High reliability**: 98% first‑attempt pick success, >99% uptime, minimal human intervention (1 intervention per ~53,000 picks).
- **Platform agnostic**: Supports standard 6‑axis and humanoid robot architectures.

## Strategic Focus
- Scale deployments globally, especially in the US and Europe.
- Continue advancing the Vision Language Action Model to handle increasingly complex manipulation tasks (e.g., humanoid dexterity).
- Deepen partnerships with major logistics and manufacturing players.
- Grow engineering and research teams to accelerate product development.

## Why Work Here
- **Culture**: Fast‑paced, collaborative, with a strong emphasis on ownership and end‑to‑end project responsibility. Described as “uncharted territories” – ideal for engineers who want to push boundaries.
- **Flexibility**: Flexible working hours and remote/hybrid options (specific policy not detailed, but “flexible working” is listed as a standard benefit).
- **Perks**: Wellpass (wellness/fitness membership), regular team events, and a modern office in Stuttgart’s ARENA2036 innovation hub.
- **Engineering focus**: Work on cutting‑edge embodied AI, computer vision, and robotics – from research to deployment. Steep learning curve and visible impact.
- **Global exposure**: Opportunities to work across European and US teams.

## Sources
1. [sereact.ai – Homepage](https://sereact.ai/)
2. [sereact.ai – About](https://sereact.ai/about)
3. [sereact.ai – Careers](https://sereact.ai/careers)
4. [jobs.ashbyhq.com – Sereact Job Board](https://jobs.ashbyhq.com/sereact)
5. [cbinsights.com – Sereact Company Profile](https://www.cbinsights.com/company/sereact)

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