Field Service Manager

We are seeking a Field Service Manager to join our team as part of our Humanoid product ecosystem. As a Field Service Manager at Apptronik, you will be responsible for the oversight of daily robot and system operation, repairs, maintenance, and spare parts management at both Apptronik and customer facilities. This role is primarily focused on maintaining high uptime on robotic systems, documenting performance, tracking fleet reliability, and building a team of field service engineers. You will work closely with cross-functional teams providing feedback on how to implement this new system, improve the design, and integrate it with various other technologies.

ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES: 

• Perform and direct all activities related to system bring-up, troubleshooting, emergent service, preventative maintenance, and spare parts management 
• Report daily status of robots and connected equipment (at Apptronik and customer sites) 
• Document processes, work instructions, user manuals, troubleshooting guides, knowledgebase articles, FAQ’s, training plans, and any other materials needed to maximize system uptime 
• Create status reports, dashboards, Pareto charts, and other analyses to show key metrics  
• Oversee system performance, issue resolution, and suggestions for improvement 
• Support the integration of the fleet management platform with customer WMS, WES, and MES to enable deployment in customer facilities 
• Define requirements, prioritize tasks, and ensure timely customer support in close partnership with systems engineering and product management 
• Champion best practices in customer support, ensuring high standards of field service, scalability, and reliability 
• Collaborate with product, project, and engineering teams to support the design and implementation of scalable and resilient systems 

SKILLS AND REQUIREMENTS: 

• Track record of building and managing service teams responsible for all aspects of spares, repairs, and maintenance on early stage products 
• Problem-solving in high pressure situations at customer facilities against stringent SLA’s 
• Solid understanding of automation equipment, fleet management systems, IoT, and related technologies 
• Excellent communication skills and demonstrated ability to present to company senior leadership and customer representatives 
• Be an agent of change, fostering a culture of collaboration, creativity, innovation, and continuous improvement 
• Ability to work alone or in a cross-functional team setting 
• Collaboration with product and engineering on Design for Serviceability analyses 
• International travel likely; passport highly desired 
• Travel up to 50% may be required 

EDUCATION and/or EXPERIENCE: 

• Bachelor’s degree in a technical discipline (engineering, robotics, computer science, etc.) 
• Proven experience (5+ years) in servicing and maintaining complex electro-mechanical systems (robotics and automation a plus) 
• Proven experience (3+ years) managing a field service team 
• Experience with command line interface on PC systems 
• Familiarity with software systems, especially Linux, R-Viz, Plot Juggler, and ROS 
• Familiarity with Jira Service Management highly desired 
• Experience in deploying and integrating cloud-based platforms with warehouse and manufacturing management systems highly desired 
• Experience training others (company and customer personnel) a plus 
• Experience operating in a VR environment a plus 
• Familiarity with Unity or other video game engines and SteamVR is a plus 

PHYSICAL REQUIREMENTS:  

• Prolonged periods of sitting at a desk and working on a computer 
• Must be able to lift up to 45 pounds over short periods 

PERKS:

• Competitive salary w/ benefits
• Highly motivating equity incentive package
• Flexible work hours policy
• Professional development opportunities
• Generous Paid Time Off (PTO)
• 401k plan
• On-site with WFH based on company policy