Senior Manager, Field Services

agilityrobotics; United States; Vor Ort; USD 140.000 - 180.000; Vollzeit

Zusammenfassung

Agility Robotics seeks a Senior Manager, Field Services Engineering to lead Deployment Specialists, own field service operations, and ensure robots are deployed safely and reliably across customer sites. The role blends hands-on technical problem solving with leadership, operations, and continuous improvement to scale field operations as the business grows.

You will work directly with cross-functional teams to troubleshoot issues, develop SOPs and drive performance improvements while maintaining

Aufgaben

• Lead Deployment Specialists and own field service operations across the deployment lifecycle.
• Oversee deployment readiness, robot commissioning, ongoing field service, maintenance and break-fix support.
• Develop standard operating procedures for deployment execution, preventive maintenance, troubleshooting and escalation.
• Monitor service performance, KPIs, and implement improvements to service quality and efficiency.

Jobbeschreibung

Agility's commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers-tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we're pioneering a new era of automation that enhances human potential.

About Agility Robotics

Agility Robotics is at the forefront of humanoid robotics, redefining how robots interact with and navigate the human world. Our cutting‑edge robots rely on advanced hardware systems, including actuators, motor controllers, sensors, PCBAs, limbs, and end effectors, to perform complex tasks in dynamic and demanding environments.

Role Overview

The Senior Manager, Field Services Engineering is responsible for leading a team of Deployment Specialists and owning field service operations across the entire deployment lifecycle, from initial customer deployment through ongoing support and fleet management. This role combines team leadership, hands‑on technical execution, and operational ownership to ensure Agility Robotics' bipedal robots (Digit) and robotic systems are deployed safely, operate reliably, and deliver customer success in real‑world environments.

This individual is accountable for team development, deployment execution, breakdown repair, preventive maintenance schedules, and continuous improvement of field operations. They will work directly alongside Deployment Specialists to support deployments, troubleshoot mechatronics and software issues, conduct root‑cause analyses, and resolve escalations while developing standard operating procedures to scale field operations as Agility grows.

The ideal candidate is a hands‑on leader who can balance direct technical problem‑solving with team development, operational decision‑making, and cross‑functional collaboration.

Key Responsibilities

People Leadership and Team Development

• Lead, coach, and develop a team of Deployment Specialists, establishing clear expectations, priorities, and performance goals.
• Own hiring, onboarding, workforce planning, performance management, and employee development.
• Provide ongoing feedback and coaching to strengthen technical capabilities, operational effectiveness, and individual performance.
• Plan team capacity and allocate resources to meet deployment schedules, customer needs, and service commitments.
• Foster a culture of safety, accountability, customer focus, and continuous improvement.

Deployment and Field Service Operations

• Own field service operations across the customer lifecycle, including deployment readiness, robot commissioning, ongoing field service, maintenance, and break‑fix support.
• Oversee deployment and service execution to ensure work is completed safely, efficiently, and in accordance with established procedures and quality standards.
• Manage service schedules, resource allocation, competing priorities, and escalations to meet customer needs and operational commitments.
• Establish and maintain standard operating procedures for deployment execution, preventive maintenance, troubleshooting, service documentation, and issue escalation.
• Monitor service performance and system reliability, gather key metrics and KPIs, identify recurring issues and operational risks, and implement improvements to service quality and efficiency.
• Develop scalable processes and operating practices to support an expanding customer base and deployment footprint.

Hands‑On Technical Execution

• Work directly with Deployment Specialists on customer site deployments, system commissioning, technical troubleshooting, and customer demonstrations or high‑visibility events as needed.
• Diagnose and resolve complex mechatronics, hardware, and software issues involving robotic systems in fast‑paced customer environments.
• Provide technical guidance and coaching to the team, building troubleshooting capabilities and consistent execution practices.
• Lead complex escalations and partner cross‑functionally with Engineering, Product, and Service teams to perform root cause analyses and resolve technical issues.
• Ensure field learnings are documented and incorporated into troubleshooting guidance, training, and standard operating procedures.

Ongoing Customer Service and System Reliability

• Own ongoing customer‑site service delivery following deployment, including maintenance, troubleshooting, and service escalation management.
• Establish and monitor service performance measures, including system uptime, reliability, response times, and issue resolution, as appropriate to customer commitments and business needs.
• Manage preventative and predictive maintenance schedules, part consumption, and order tracking to support high‑uptime, high‑reliability operation in customer facilities.
• Manage customer service issues through resolution, ensuring clear communication, appropriate prioritization, and effective coordination of internal resources.

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