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Director, Global Customer Support and Field Operations at mechasys · globalremotely

About the Role

Mechasys is looking for a senior, hands-on leader to build a scale of our global customer support and field operations function.

As the company grows, you will build the team, the global structure, and progressively shift from direct execution toward leadership and scale. The right person is a builder and a “doer”. He/She can solve today’s problems while designing the support we will need tomorrow.

Key Responsibilities

You will own customer and field support

Manage complex customer escalations and critical support cases
Work directly with customers and field crews on construction sites
Ensure customers can successfully deploy and operate our technology
Identify recurring issues and turn them into actionable improvements for product, engineering, and operations.

You will build the global support model

Develop and implement a clear Tier 1, Tier 2, and Tier 3 support structure
Define escalation paths, responsibilities, and service standards
Build SOPs, troubleshooting guides, onboarding docs, and internal knowledge resources
Create repeatable and scalable processes to reduce dependency on ad hoc support

You will define the operating infrastructure

Define and track key support metrics (e.g., time to resolution, first response time)
Evaluate and optimize the support tech stack and workflows
Use support data and customer feedback to identify systemic product and ops issues

You will scale the organization globally

Define the future structure of the support team based on customer growth
Recruit, train, and develop support talent
Build the operating model required to support customers across multiple regions/time zones
Establish scalable global coverage while maintaining a high level of technical expertise and customer experience

What We Are Looking For

10+ years of experience in technical support, customer operations, field operations or related functions
Demonstrated experience in building or scaling a technical support team
Proven player-coach: comfortable resolving customer issues while building processes and teams
Strong technical aptitude and ability to work efficiently with engineering and product teams
Experience supporting complex hardware, software, or tech products
Strong operational skills with the ability to turn recurring problems into structured processes
Experience working in an international environment
Excellent written and verbal communication skills in English (additional languages are a plus)
Located in Europe and willing to travel regularly for customer, field site, and team syncs (up to 30–40% travel, adhering to standard economy travel policies)

Strong Assets

Experience in construction technology, geospatial technology, or field operations
Familiarity with robotic total stations, GNSS, or other surveying equipment
Understanding of CAD/BIM workflows and tools such as Revit or AutoCAD
Experience working on construction sites
Experience building support models or managing distributed teams

What Success Looks Like (In the First 12 Months)

Establish a clear Tier 1, Tier 2, Tier 3 support model
Fully understand the most important customer and field issues
Create the first scalable support playbooks and operating processes
Establish baseline service and performance metrics
Clarify interfaces with engineering, product, and customer success
Define the team and infrastructure required for the next stage of growth

Why Mechasys

An opportunity to build a critical global function from the ground up, work directly with customers and our solution, and shape how Mechasys supports its customers as the company continues to grow.

Benefits