Service Lead - US

Dexory

13h•Onsite

About The Position

At Dexory, we’re redefining how warehouses operate—combining robotics, real-time data intelligence, and digital twin technology to give global logistics leaders unprecedented visibility and control over their operations. We’re entering a phase of rapid expansion, bringing our technology to more customers, more sites, and more complex environments than ever before. This is where you come in… We’re looking for a Service Lead to scale our North American service operation (with travel across North America and global sites as required). This isn’t a role where you inherit a mature function—you’ll shape it. From defining how service is delivered, to leading technicians in the field, to influencing product improvements through real-world feedback, you’ll sit at the intersection of engineering, operations, and customer success. You’ll start by getting hands-on with our systems—training across production and service to deeply understand how our robots are built, deployed, and maintained. From there, you’ll take ownership of fleet performance, uptime, and the entire service experience across the region. If you’re motivated by building, solving complex technical challenges, and leading from the front, this role will put you right where the action is!

Requirements

5+ years in field service, electromechanical systems, or technical operations (robotics, aerospace, automotive, rail, or similar)
Strong hands-on electrical and mechanical troubleshooting capability
Experience leading teams in complex, fast-moving environments
A builder’s mindset—you’re comfortable creating structure where none exists
Clear communicator, able to work across technical and customer-facing contexts
High standards for quality, safety, and operational excellence
Willingness to travel extensively across North America (and occasionally internationally)

Nice To Haves

Experience with tools like Jira, Confluence, Slack, or G-Suite
Familiarity with MES or production systems
Linux experience
Knowledge of structured problem-solving methods (5 Whys, FMEA, Fishbone)

Responsibilities

Build and scale service operations across North America—processes, standards, and team capability
Lead hands-on servicing, maintenance, and repair of Dexory robotic systems in the field
Develop preventative maintenance strategies in partnership with Engineering to maximise uptime
Create and implement service procedures, diagnostics, and repair standards
Act as the escalation point for complex technical issues and critical incidents
Lead and mentor field technicians, especially in high-pressure troubleshooting scenarios
Drive root cause analysis and continuous improvement, feeding insights back into product and engineering
Own service quality, traceability, and compliance with safety and QA standards
Be the trusted technical partner for customers during deployments and ongoing operations
Collaborate globally to support deployments and share best practices across regions