Director, Global Customer Support – Field Operations

Job not on LinkedIn

🔥 0 minutes ago

🇫🇷 France – Remote

💵 €100k - €120k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Mechasys

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏗️ Construction

🏭 Manufacturing

🔧 Hardware

Construction • Manufacturing • Hardware

Mechasys is a company that builds a portable XR Projector system for construction and layout professionals, using projected reality to display 2D and 3D digital layouts with millimetric accuracy on floors, walls, and ceilings. Their flagship hardware integrates advanced positioning, 3D scanning, and software (tablet and web apps) to import CAD/BIM files, perform on-site quality control, and streamline layout workflows, reducing training time and equipment needs.

📋 Description

• 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

• 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

• Equity / Stock Options • Health Insurance