Mechasys

Customer Support

• 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 Mechasys technology
• Identify recurring issues and turn them into actionable improvements for product, engineering, and operations
• Develop and implement Tier 1, Tier 2, and Tier 3 support structures
• Define escalation paths, responsibilities, and service standards
• Build SOPs, troubleshooting guides, onboarding documentation, and internal knowledge resources
• Create repeatable and scalable processes to reduce dependency on ad hoc support
• Define and track support metrics such as time to resolution and first response time
• Evaluate and optimize the support technology stack and workflows
• Use support data and customer feedback to identify systemic product and operations issues
• Define the future support-team structure based on customer growth
• Recruit, train, and develop support talent
• Build the operating model for customers across multiple regions and time zones
• Establish scalable global coverage while maintaining technical expertise and customer experience
• Establish a clear Tier 1, Tier 2, and Tier 3 support model within the first 12 months
• Create 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

Explore Director, Global Customer Support – Field Operations at Mechasys. Review requirements and application details.

Director, Global Customer Support – Field Operations

Account Manager

• Find, pitch, and close deals with general contractors, trade contractors, and layout service providers
• Conduct hands-on, live XR Projector demonstrations in real job site conditions
• Manage the sales pipeline, track territory metrics, and achieve revenue targets
• Train and support existing dealers, including joint visits for larger deals
• Identify and onboard new dealer partners across the territory
• Represent Mechasys at regional industry trade shows and dealer events
• Monitor competitors and communicate market needs
• Set up and troubleshoot XR Projector hardware and software
• Train customers and partners to integrate the projector into daily workflows
• Gather field feedback and relay it to product and engineering teams

Explore Territory Manager – DACH, Nordics, Eastern Europe at Mechasys. Review requirements and application details.