Senior Manager, Field Services

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Lead, mentor, and nurture a team of Deployment Specialists.

• Take responsibility for hiring, onboarding, workforce planning, performance management, and employee development.

• Plan team capacity and allocate resources based on deployment schedules, customer requirements, and service commitments.

• Oversee field service operations related to deployment readiness, robot commissioning, ongoing field service, maintenance, and break-fix support.

• Ensure safe and efficient execution of deployment and service in accordance with established procedures and quality standards.

• Manage service schedules, resource distribution, competing priorities, and escalation processes.

• Establish and uphold standard operating procedures for deployment, maintenance, troubleshooting, documentation, and issue escalation.

• Monitor service performance, system reliability, metrics, and KPIs; identify recurring problems and operational risks.

• Develop scalable processes and operational practices suitable for an expanding customer base and deployment scope.

• Assist with customer-site deployments, system commissioning, troubleshooting, demonstrations, and high-visibility events.

• Diagnose and resolve intricate mechatronics, hardware, and software issues associated with robotic systems.

• Lead complex escalations and collaborate with Engineering, Product, and Service teams on root-cause analyses and technical solutions.

• Manage ongoing customer-site service delivery, including maintenance, troubleshooting, and escalation management.

• Oversee preventive and predictive maintenance schedules, parts usage, and order tracking.

• Communicate service performance, customer feedback, recurring issues, operational risks, and resource requirements.

• Develop operational metrics and enhance workflow standardization, documentation, efficiency, and scalability.

⛳️ Requirements

• Over 10 years of experience in field service, technical operations, or robotics environments.

• More than 5 years of direct management experience, including hiring, coaching, performance management, and employee development.

• Strong hands-on technical troubleshooting abilities involving complex hardware, software, or integrated systems.

• Experience in overseeing deployment execution and continuous service delivery, including maintenance, resource planning, and issue escalation.

• Capability to balance direct technical involvement with people leadership and accountability for operational results.

• Experience in tracking operational performance, enhancing processes, and promoting continuous improvement.

• Excellent customer communication and cross-functional collaboration skills.

• Ability to effectively prioritize and make informed decisions in a fast-paced, dynamic environment.

• Willingness to travel extensively, approximately 25–50%, to customer locations as required.

• Preferred experience in robotics, automation, industrial equipment, or other complex hardware and software environments.

• Preferred experience in leading teams responsible for technical deployments and ongoing customer-site service.

• Familiarity with system commissioning, preventive maintenance, reliability enhancement, and root-cause analysis is preferred.

• Experience in developing service processes and performance metrics within a growing organization is preferred.

• Current authorization to work in the United States.

🏝️ Benefits

• 401(k) plan with a 6% company match.

• Company stock options.

• 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees.

• Benefits eligible from the first day of employment.

• Employee Assistance Program (EAP).

• Flexible, unlimited PTO and 12 company holidays, including a winter shutdown, for exempt employees.

• 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually, for non-exempt employees.

• Catered lunches four times a week and healthy snacks and refreshments at Salem and Pittsburgh locations.

• Generous paid parental leave programs.

• Flexible work arrangements.

• Professional development and tuition reimbursement programs.

• Relocation assistance for eligible roles.

• Annual discretionary bonus for eligible roles.