Director of Service, Technical Support & Warranty

LionsBot USA is seeking a Director of Service, Technical Support & Warranty to lead the company’s U.S. aftersales support organization. This role is responsible for building, managing, and continuously improving the service infrastructure needed to support LionsBot’s autonomous cleaning robotics portfolio across the United States.

ESSENTIAL RESPONSIBILITIES

Service Strategy & Organization Development

• Develop and execute the U.S. service strategy for LionsBot’s autonomous cleaning robotics portfolio.
• Build and manage a scalable hybrid service model using direct factory-trained field technicians, selling and servicing dealers, and authorized third-party service partners.
• Create the processes, standards, tools, and reporting structure required to support customers across the United States.
• Work closely with the company president to define service priorities, staffing requirements, budget needs, service coverage, and customer support expectations.
• Establish service KPIs and performance standards for response time, repair completion, first-time fix rate, warranty processing, customer satisfaction, parts availability, and partner performance.

Technical Support

• Provide and oversee remote technical support for field technicians, dealers, service partners, and customers.
• Ensure technical support can effectively diagnose and resolve issues related to the robots, software, sensors, batteries, charging systems, mechanical systems, cleaning performance, connectivity, and user operation.
• Create clear escalation paths for complex technical issues.
• Develop technical documentation, troubleshooting guides, service bulletins, and repair procedures.
• Ensure technical support is responsive, professional, well documented, and focused on getting machines back into service quickly.

Field Service & Shop Service Operations

• Manage factory-trained field technicians ensuring they are properly trained, equipped, scheduled, and supported.
• Oversee service coordination, dispatching, customer communication, schedules, work orders, and repair follow-up.
• Ensure field and shop service work is completed safely and professionally, meeting company standards.
• Monitor open service cases, technician productivity, repair quality, repeat failures, and customer escalations.
• Ensure proper documentation of all service work: labor, parts, root cause, repairs, photos, customer approvals, and warranty status.
• Support service needs for customer-owned equipment, demo units, rental units, refurbished equipment, and internal fleet assets.

Dealer & Authorized Service Partner Support

• Develop and manage the service support structure for selling and servicing dealers.
• Identify, onboard, train, and support authorized third-party service partners.
• Establish service standards and performance expectations for dealers and service partners.
• Monitor partner service quality, response times, repair completion, customer feedback, and warranty claim accuracy.
• Support the sales organization by evaluating dealer and partner service capabilities before expansion.

Warranty Administration & Claims Management

• Review, approve, reject, process, and track warranty claims in accordance with company policy.
• Ensure warranty claims are complete, accurate, and properly documented.
• Manage warranty parts returns process.
• Develop clear warranty procedures.

Parts Ordering & Service Back Office

• Oversee the service back-office team responsible for coordination, work orders, parts ordering, repair quotations, customer follow-up, and administrative support.
• Ensure service parts are identified, ordered, allocated, and tracked correctly.
• Develop processes for service quotations, customer approvals, warranty determination, repair authorization, and invoicing support.

Repair Quotations & Customer Communication

• Ensure repair quotations are accurate, timely, and clearly communicated.
• Establish standards for quoting labor, parts, travel, diagnostics, non-warranty repairs, refurbishment work, and service partner support.
• Ensure customers receive clear explanations of repair needs, warranty status, cost responsibility, timing, and next steps.

Refurbishment Program

• Develop and oversee the U.S. refurbishment program for LionsBot equipment.
• Create standards for inspection, repair, cosmetic restoration, software updates, testing, cleaning, documentation, and final quality approval.
• Support refurbishment of demo units, trade-in units, rental fleet units, used equipment, and other company-owned assets.

Rental Program Service Support

• Ensure rental units are inspected, maintained, repaired, cleaned, updated, and ready for deployment.
• Track rental fleet condition, service history, utilization issues, damage, repair costs, and recurring technical concerns.
• Ensure rental customers receive timely technical support and service response to protect uptime and customer satisfaction.

Training & Development

• Develop and manage training programs for internal technicians, technical support staff, dealers, authorized service partners, and customers.
• Ensure technicians and service partners are properly trained on safety, diagnostics, repair procedures, software updates, cleaning applications, preventive maintenance, and customer communication.
• Create certification standards for dealer and third-party service partners.

Cross-Functional Collaboration

• Partner closely with Sales, Operations, Logistics, Product, Finance, and Singapore-based leadership to support customer success and business growth.
• Work with Sales to ensure service commitments are realistic before deals, pilots, demos, rentals, or strategic partnerships are finalized.
• Coordinate with Operations and Logistics on parts availability, equipment readiness, inbound units, demo fleet, rental fleet, and refurbished inventory.
• Collaborate with Finance on warranty cost tracking, service billing, repair quotations, rental fleet cost, and service margin reporting.
• Provide field feedback to product, engineering, and global technical teams.

Service Systems, Reporting & Process Discipline

• Implement and manage service reporting processes for work orders, technical cases, warranty claims, parts usage, repair status, customer communication, and partner performance.
• Track key service metrics and provide regular reporting to the President of LionsBot USA.
• Use service data to identify improvement opportunities.
• Build a culture of accountability, documentation, customer focus, technical discipline, and continuous improvement.

REQUIRED QUALIFICATIONS

• Bachelor’s Degree in Engineering, Technical Management, Business, Operations, or related field.
• 10+ years of progressive experience in service management, technical support, field service, equipment service, robotics, commercial cleaning equipment, or related industries.
• 5+ years of leadership experience managing field technicians, technical support teams, service coordinators, dealer support, or service operations.
• Professional experience supporting complex equipment that includes mechanical, electrical, software, battery, sensor, or connected-device systems.
• Strong understanding of field service operations, work order management, service coordination, parts support, warranty administration, and customer escalation management.
• Professional experience working with dealers, distributors, service partners, or third-party service networks.
• Strong technical troubleshooting skills and ability to support technicians remotely.
• Ability to build service processes, documentation, and reporting in a growing organization.
• Strong customer communication skills, including the ability to manage escalations professionally.
• Professional experience managing warranty claims, repair quotations, parts ordering, and service documentation.
• Ability to work across time zones with international leadership and global support teams.
• Ability to travel domestically as needed with occasional international travel
• Ability to lift 60 pounds on a regular basis
• Holds a valid Driver’s License
• Has an insured reliable vehicle (to travel to local customer sites)
• Currently authorized to work in the United States for any employer
• Successfully fulfill pre-employment onboarding requirements including background checks for criminal and motor vehicle records

PREFERRED QUALIFICATIONS

• Experience with autonomous cleaning robots, commercial floor care equipment, robotics, facility services, janitorial operations, automation, or connected equipment.
• Experience building or improving a hybrid service model using direct technicians, dealers, and authorized third-party service partners.
• Experience with service management software, CRM systems, warranty systems, ticketing systems, parts systems, or ERP platforms.
• Experience developing technical training programs, certification standards, or service partner onboarding programs.
• Experience supporting rental fleets, demo fleets, refurbishment programs, or used equipment programs.
• Experience working in an international company or with global headquarters.
• Strong understanding of batteries, chargers, sensors, autonomous navigation systems, software updates, connectivity, and robotic cleaning applications.

Join us and become part of an exceptional team that dares to challenge conventions, embraces innovation, and unleashes full potential.

LionsBot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.