Sr. Field Service Team Manager

Gatik AI; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Gatik AI in the United States is seeking a Sr. Field Service Team Manager to build and lead a team of field service technicians, ensuring high vehicle availability and safety across the company's autonomous fleet.

You will oversee upfits and end‑of‑line verification and drive maintenance process improvements. Reporting to the Director of Fleet and Maintenance Strategy, you will collaborate with TechOps across hardware, software, and integration, develop SOPs, manage escalations, and expand

Qualifications

• 5+ years in technical field service or automotive hardware operations.
• Experience leading technical teams of technicians or diagnostic mechanics.
• Proven ability to manage complex technical escalations and collaborate with hardware/software teams.
• Hands-on upfit, sensor integration, and end-of-line verification experience.
• Ability to author SOPs and work instructions.

Responsibilities

• Recruit and manage a high-performing Field Service Technician team.
• Set up field liaison program and escalation framework for rapid root-cause analysis.
• Partner with engineering to maximize fleet uptime and reduce MTTR.
• Oversee vehicle upfits and EOL verification for compute and sensors.
• Document standard work and train maintenance vendors on standards.
• Ensure safety, PPE, and DOT/FMCSA compliance.

Skills

Team Leadership

Escalation Management

Upfits & Campaigns

SOP Documentation

Diagnostics & CAN

Tools

CAN Bus Diagnostics

Hardware Diagnostics

Job description

Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion.

The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world's first fully driverless commercial transportation service with Walmart. Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation.

The company's proprietary Level 4 autonomous technology, Gatik Carrier™, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile. With robust capabilities in both highway and urban environments, Gatik Carrier™ serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations.

About the Role Gatik is looking for a technical, high-performing Sr. Field Service Team Manager to build, empower, and lead a team of Field Service Technicians in maintaining high vehicle availability and operational safety. In this role, you will oversee market technical execution, manage autonomous system upfits and end-of-line improvement initiatives, and validate standard work instructions for vehicle retrofits. Reporting to the Director, Fleet and Maintenance Strategy, you will partner closely with local fleet managers and Techops teams across Hardware, Software, and Autonomous Vehicle Integration to rapidly resolve complex technical issues. You will be instrumental in maintaining rigorous safety and quality standards while driving fleet reliability across field operations.

This role is remote , but travel is necessary to our sites throughout North America.

What You’ll Do

• Team Leadership & Operational Execution: Recruit, manage, and empower a high-performing team of Field Service Technicians, directing daily operations, performance, skill development, and career growth while fostering a culture of accountability and safety.
• Engineering Liaison & Support Architecture: Establish a field liaison program and tiered escalation framework to bridge communication between frontline technicians and central TechOps, driving rapid root‑cause analysis and actionable feedback to engineering.
• Fleet Maintenance & Optimization: Partner with engineering to diagnose underperforming fleet assets and implement targeted maintenance strategies to maximize uptime, lower MTTR, and resolve recurring issues.
• Autonomous Upfits & System Validation: Oversee physical upfits and End of Line (EOL) verification for compute, sensor, and hardware suites to ensure vehicles are fully operational before deployment.
• Campaign Execution & Standard Work Documentation: Execute field vehicle campaigns and retrofits, establish clear standard work instructions, and train new maintenance vendors on operational standards.
• Quality, Safety & Regulatory Compliance: Enforce safety protocols, PPE usage, and workspace cleanliness while ensuring full compliance with DOT and FMCSA regulatory standards.

What We’re Looking For

• Experience : 5+ years of hands‑on experience in technical field service, commercial fleet maintenance, or automotive/hardware technical operations
• Team Leadership : Proven track record of hiring, mentoring, and managing technical teams of technicians or diagnostic mechanics.
• Technical Escalations & Cross-Functional Work : Demonstrated ability to manage complex technical escalations and collaborate effectively with hardware and software engineering teams.
• Upfit & Campaign Experience : Hands‑on experience with vehicle upfits, sensor/hardware integration, end‑of‑line verification, and technical campaign/retrofit execution.
• Technical Documentation : Ability to author clear standard operating procedures (SOPs), work instructions, and step‑by‑step technical documentation.
• Diagnostic Expertise : Deep familiarity with vehicle diagnostics, electrical systems, CAN bus/telematics, and troubleshooting tools.

More about Gatik

Founded in 2017 by experts in autonomous vehicle technology, Gatik has rapidly expanded its presence to Mountain View, Dallas‑Fort Worth, Arkansas, and Toronto.

As the first and only company to achieve fully driverless middle-mile commercial deliveries, Gatik holds a unique and defensible position in the AV industry, with a clear trajectory toward sustainable growth and profitability.

We have delivered complete, proprietary AV technology - an integration of software and hardware - to enable earlier successes for our clients in constrained Level 4 autonomy.

By choosing the middle mile - with defined point-to-p