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About the Role

You will build and lead Engineered Arts' global support function, turning a hands-on team into a scalable, international operation. You will own the customer's experience of our robots from installation through to end-of-life, covering fleet readiness, training, remote and field support, repair and refurbishment. This is a rare opportunity to build a function from the ground up and be the voice of the customer inside the business, feeding real-world insight into product, quality and engineering. You will report to the COO as a trusted strategic partner.

Responsibilities

Define the vision, structure and operating model for global support operations, covering fleet readiness, pre-delivery readiness, installation, training, remote support, field service, repair and end-of-life
Accountable for a tiered support model (helpdesk, remote diagnostics, field engineering, escalation to engineering) with clear ownership and handoffs
Accountable for international customer coverage, including follow-the-sun support, regional hubs, and the use of local partners or contractors
Define the build, partner or hybrid strategy for each part of the operation, with clear criteria for when to build in-house and when to use partners
Build the business case for headcount, tools, spares and partners as the installed base grows, and own the support budget
Own the support roadmap, and craft, uphold and report annual OKRs
Define and own the processes and SOPs across support operations, and ensure they are followed, audited and kept current
Select, contract and manage partners across any service area, setting performance standards and ensuring agreed SOPs and service levels are followed
Organize the team structure, roles and responsibilities, introducing team leads as the team and regional coverage grow
Lead, coach and develop the Robot Support Engineers, setting clear goals and high standards
Conduct regular team reviews, feedback sessions and annual appraisals
Recruit engineers and operations staff across regions, and grow future team leads
Define and own the training and assessment standard and sign-off for new and existing engineers
Plan and manage travel rotas, workload, time off and absence cover
Protect team wellbeing across a frequently travelling team, and build a culture of root-cause problem solving, ownership and customer care
Promote and uphold a strong safety culture in line with HSE requirements
Define and own triage, prioritisation and escalation SOPs and the knowledge base, ensuring they are followed
Define tooling requirements for helpdesk, ticketing and knowledge management, and recommend solutions to Senior Leadership
Set, own and report service levels (response and resolution times, uptime, first-time fix rate) and customer satisfaction
Own the secure remote access policy and process for customer robots, ensuring customer approvals, access controls and data protection requirements are followed
Set the self-service and customer training strategy to reduce support demand, ensuring resources are produced and kept current
Accountable for in-house robot fleet readiness for demos, development and events, owning the maintenance, upgrade and readiness SOPs
Own the repair and refurbishment flow
Establish and own the global spares strategy covering stock levels, regional holding, reorder triggers, working with Technical Procurement on purchasing and Production on spares manufacture
Own the safe working framework and risk assessment standard for installation, operation, maintenance, events and customer sites
Act as senior escalation point for customers when issues are critical or sensitive
Own the warranty process and the delivery of agreed service levels, providing cost-to-serve and feasibility input to the Sales and Commercial teams
Own the delivery standard, SOPs and escalation path for rentals, installations and trade show support
Work with the Sales and Commercial teams to support existing customers who come to support for commercial purposes
Turn support data into insight: identify recurring issues, trends and root causes, and drive long-term fixes with QC, Product Development and Engineering
Own the field failure data flow to QC, with QC owning non-conformance and corrective action
Feed field learning into the design of next-generation robots, including serviceability and remote diagnostic capabilities
Report on support performance, costs and product reliability to senior leadership

Requirements

Proven track record of building or scaling a technical support or service operation across multiple regions, including team structure, processes, SOPs, tooling requirements and performance metrics
Significant leadership of technical support, field service or service engineering teams for complex hardware products
International customer support delivery across time zones, including managing remote teams, regional hubs, partners or distributors
Working with service partners, contractors or distributors, including assessing build-versus-partner options and selecting, contracting and managing them
Strong technical grounding in hardware support, with the ability to guide root-cause diagnosis across mechanical, electronic and software issues
Defining and owning processes and SOPs, and ensuring they are followed
Setting and managing service levels, KPIs and support budgets, and building business cases for headcount, tools and partners
Working knowledge of helpdesk, ticketing and knowledge management platforms, able to define requirements and workflows
Recruiting, developing and appraising teams, and building future team leads
Strategic thinker able to shape plans with senior leadership and then execute independently
Excellent leadership, communication and stakeholder management skills, with the confidence to represent the company with senior customers
Willingness to travel internationally
Ability to deal with out-of-hours issues when they arise, such as critical customer escalations or live events
Background in robotics, automation, machine tools, medical devices or similar complex equipment
Designing warranty processes and service level frameworks, with input to service contracts and support packages
Familiarity with spares planning, including regional stock holding and international parts logistics, and fleet management
Supporting live events, trade shows or rentals
Knowledge of remote diagnostics, secure remote access, networking and IoT device management
Understanding of health and safety, data protection and security practices relevant to field service
Working knowledge of quality systems (e.g. ISO 9001), including feeding field failure data into corrective action
A passion for humanoid robots and human-robot interaction
Formal management or leadership training
Fluency in multiple languages
Python scripting experience
A degree or equivalent qualification in engineering, robotics or a related discipline

Skills

Technical support
Service operation scaling
Team structure definition
Process definition
SOP development
Tooling requirements
Performance metrics
Technical support leadership
Field service leadership
Service engineering leadership
Complex hardware product support
International customer support
Remote team management
Regional hub management
Partner management
Distributor management
Hardware support
Root-cause diagnosis
Mechanical issue diagnosis
Electronic issue diagnosis
Software issue diagnosis
Service level management
KPI management
Support budget management
Business case building
Helpdesk platforms
Ticketing platforms
Knowledge management platforms
Recruiting
Team development
Team appraisal
Strategic planning
Stakeholder management
Customer communication
International travel
Out-of-hours support
Robotics
Automation
Machine tools
Medical devices
Warranty process design
Service level framework design
Service contract input
Support package input
Spares planning
Regional stock holding
International parts logistics
Fleet management
Event support
Trade show support
Rental support
Remote diagnostics
Secure remote access
Networking
IoT device management
Health and safety
Data protection
Security practices
Quality systems (ISO 9001)
Field failure data analysis
Corrective action
Humanoid robots
Human-robot interaction
Management training
Leadership training
Multilingual fluency
Python scripting
Engineering degree
Robotics degree

Location

International

Work Type

Full-time
Hybrid

Experience Level

Senior
Management

Education Level

Degree or equivalent qualification in engineering, robotics or a related discipline

About the Company

Our Ameca and Mesmer humanoid robots are known worldwide, appearing in the media, at trade shows and at high-profile events from Las Vegas to Dubai.
As our installed base grows across continents, every customer needs to feel that expert help is close at hand, whether their robot is in a museum, a research lab, a corporate HQ or on a show floor.
Our internal motto is 'Be Wow'.