Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead field service operations for robotic systems, supervise product operation technicians, and ensure reliable customer-site performance. You will set performance metrics, manage maintenance and upgrades, investigate field issues, oversee spare parts, support commissioning, and coordinate with engineering, suppliers, and customers. You will also develop staffing strategy, mentor technicians and engineers, manage quality costs, and conduct financial analyses for reliability initiatives.
Requirements
- Bachelor's degree in engineering or a related field
- 10+ years of high-level operations or engineering leadership experience
- 5+ years of experience leading teams that provide round-the-clock support
- Experience deploying system solutions at customer facilities
- Project management experience leading complex engineering projects
- Customer-facing communication skills
- Written and verbal communication skills
- Knowledge of CMMS systems
- Ability to travel 50% or more to customer locations
- Ability to work rotating on-call schedules, including nights, weekends, and holidays
- Ability to work overtime as needed
Responsibilities
- Lead and supervise product operation technicians
- Set field-performance metrics and maintain daily dashboards
- Create a field-service vision and roadmap
- Hire and mentor field service technicians and engineers
- Establish staffing and hiring strategies
- Lead root-cause analyses and corrective actions for field issues
- Implement best practices across product lines
- Establish preventive-maintenance and health-check schedules for hardware components
- Manage and schedule supplier personnel for maintenance and health checks
- Coordinate hardware and software handoffs and ensure SOPs are established
- Support commissioning and final integration testing
- Own spare-parts lists, inventory, and component performance tracking
- Manage field upgrades and backward compatibility
- Contribute to specifications and requirements for product quality, reliability, and lifecycle
- Own cost of quality across the product lifecycle
- Communicate field-related requirements and issues with customers
- Resolve critical downtime-causing field issues within escalation timelines
- Conduct ROI and financial analyses for quality, reliability, and upgrade decisions
- Develop hubs for customer clusters
Benefits
- Comprehensive benefits
- Equity
Hiring Process
Applications may be reviewed with AI tools; resumes and responses may be analyzed, and application materials assessed for inconsistencies or verification signals. The recruitment team uses these tools, while final hiring decisions are made by humans.