Director of Service, Technical Support & Warranty

Lions Bot 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 Lions Bot’s autonomous cleaning robotics portfolio across the United States.

• Develop and execute the U.S. service strategy for Lions Bot’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.

• 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.

• 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.
• 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.

• 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.

• 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.
• 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.
• Develop and oversee the U.S. refurbishment program for Lions Bot equipment.
• Create standards for inspection, repair, cosmetic restoration, software updates, testing, cleaning, documentation, and final quality…