Director, Global Customer Support – Field Operations

Mechasys

. Own customer and field support .

Posted 10/13/2026full-timeRemote • FranceLead💰 €100,000 - €120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing technical support teams and developing scalable support structures, with a strong focus on operational efficiency and customer satisfaction. Proficient in utilizing support metrics and customer feedback to drive continuous improvement in service delivery.

Highest-signal resume keywords

10+ Years Experience In Technical SupportBuilding Or Scaling A Technical Support TeamStrong Technical AptitudeExperience In Construction TechnologyExcellent Written And Verbal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support ManagementOperational Process DevelopmentSupport Metrics TrackingTroubleshooting Guide CreationSOP DevelopmentEscalation Path DefinitionSupport Model ImplementationCustomer Issue ResolutionTeam Recruitment And TrainingSupport Technology Optimization

Soft Skills

Player-Coach LeadershipProblem-SolvingInterpersonal CommunicationCollaborationAdaptability

Tools & Technologies

Mechasys TechnologyRobotic Total StationsGNSSCAD/BIM ToolsRevitAutoCAD

Industry Keywords

Field OperationsConstruction TechnologyGeospatial TechnologyInternational EnvironmentDistributed Teams

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Located in Europe and willing to travel regularly for customer, field site, and team syncs, up to 30–40% travel
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

Benefits

Comp & perks

Equity / Stock Options
Health Insurance