Senior Manager, Field Services Engineering
New
A
Agility RoboticsHumanoid robotics
All of our roles are U.S.-based.Full-TimeManager
Salary$135,000 — $211,000 USD
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Job Details
- Experience
- 10+ years of experience in field service, technical operations, or robotics environments; 5+ years of direct people management experience.
- Required Skills
- People Management
Requirements
- 10+ years of experience in field service, technical operations, or robotics environments.
- 5+ years of direct people management experience, including hiring, coaching, performance management, and employee development.
- Strong hands-on technical troubleshooting skills, ideally involving complex hardware, software, or integrated systems.
- Experience overseeing deployment execution and ongoing service delivery, including maintenance, resource planning, and issue escalation.
- Ability to balance direct technical involvement with people leadership and accountability for operational outcomes.
- Experience tracking operational performance, improving processes, and driving continuous improvement.
- Strong customer communication and cross-functional collaboration skills.
- Ability to prioritize effectively and make sound decisions in a fast-paced, evolving environment.
- Willingness to travel extensively, up to 25–50%, to customer sites as needed.
- Preferred: experience in robotics, automation, industrial equipment, or other complex hardware and software environments.
- Preferred: familiarity with system commissioning, preventive maintenance, reliability improvement, and root-cause analysis.
Responsibilities
- Lead, coach, and develop a team of Deployment Specialists, including hiring, onboarding, workforce planning, and performance management.
- Own field service operations from deployment readiness and robot commissioning through ongoing maintenance, break-fix support, and fleet management.
- Oversee safe, efficient deployment and service execution and manage schedules, resources, priorities, and escalations.
- Establish standard operating procedures for deployment, preventive maintenance, troubleshooting, service documentation, and issue escalation.
- Work directly with Deployment Specialists on customer-site deployments, commissioning, troubleshooting, and demonstrations or high-visibility events as needed.
- Diagnose and resolve complex mechatronics, hardware, and software issues involving robotic systems.
- Lead complex escalations and root-cause analyses with Engineering, Product, and Service teams.
- Monitor service performance, system uptime, reliability, response times, and issue resolution; use metrics and field data to improve service.
- Manage customer service issues through resolution and coordinate internal resources to meet customer commitments.
- Develop scalable field-service processes and incorporate field learnings and customer feedback into training and operating procedures.
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