Service Lead - US

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… The Opportunity 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! What You’ll Own

• 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

What You Bring

• 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)

Bonus Points

• 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)

Benefits

Starting from the interview process and continuing into your career with us, you will be working by our four Operating Principles:

• Performance: High standards, outstanding results,
• Impact: Big challenges, bigger results
• Commitment: All in, every time
• One team: One mission, shared success

Joining our team and company isn't just about expertise; it's about embracing uncertainty with ambition. We're crafting world-changing solutions, fueled by a passion to redefine what's possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision. You will also receive:

• Health insurance
• 401k
• 20 days annual leave
• Social security etc.

AAP/EEO Statement Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Please note: We are unable to provide sponsorship or relocation for this role.