Carlos Gracia

Built and scaled a 24/7 global customer operations function from 1 to 11, handling 2,300+ tickets across a live fleet of ~100 safety-critical inspection robots. Designed and shipped an AI platform for automated investigation and context on every ticket, with human-in-the-loop evaluation and governance.

Ran the Human Robot Supervisor programme, delivering supervised robot operations for customers with the first two direct reports, owning customer and partner coordination for deployments.

Established customer support as its first and only member, performing front-line technical debugging of robot and deployment failures, direct customer contact through demos and deployments, and building the first ticket-handling automations.

Owned the first TORU customer project as technical lead on site, taking it from a 3-robot pilot to a fully autonomous system handling 15,000+ orders per week. Initiated and authored analysis of what was blocking operation of larger robot fleets, shaping subsequent product and reliability improvements.

Acted as technical interface between customers and engineering, translating field failures into product and reliability fixes.

Commissioned AGV systems on customer sites across manufacturing, food processing and logistics, designing and programming control software and getting it running in live production. Contributed to modernisation of development practices, introducing version control, coding guidelines, and Kanban-based workflows.

Developed electrical hardware and embedded software for UAV prototypes at an early-stage startup.

Co-founded an energy certification practice serving 50+ customers/month at peak, driving acquisition through Google Ads, web and local advertising while managing customers, delivery and invoicing.

MEng in Industrial Engineering with a specialisation in Automation and Robotics from the Engineering and Architecture School.