Field Service Manager

JOB SUMMARY

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 professionals. 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 across multiple sites and customer locations
• Report daily status of robots and connected equipment (at Apptronik and customer sites)
• Manage field service personnel scheduling and coverage across multiple shifts to ensure continuous operational supportLead proactive preventative maintenance planning to maximize robot and system uptime
• 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
• Experience coordinating support across multiple customer sites and geographically distributed locations
• Strong background in spare parts inventory planning, logistics, and consumption tracking across multiple facilities
• Demonstrated ability to manage multi-shift field service operations, including scheduling, shift coverage, and performance oversight
• 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 (8+ years) in servicing and maintaining complex electro-mechanical systems. Robotics and automation a plus
• Proven experience (5+ years) managing service or deployment teams (spanning cross country and overseas, preferred)
• Experience with command line interface on PC systems
• Experience supporting operations across multiple sites, customer facilities, or distributed locationsHands-on experience implementing preventative maintenance programs for complex automated or robotic systems
• Familiarity with software systems, especially Linux, R-Viz, Plot Juggler, and ROS
• Familiarity with Salesforce and Jira highly preferred
• 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