Director, Global Customer Support and Field Operations

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