Service Manager - Agility Robotics

About the Role:

The Service Manager will be responsible for leading the technical and tactical execution of Agility's service delivery strategy. This includes all technical services (at both Agility and customer sites), facilitating success in the following areas: Deployment, Break-Fix Support, Help Desk services, and all areas that will be needed to achieve the objectives of the business, achieving year-on-year growth. The candidate is responsible for defining, implementing, and monitoring processes and procedures required for successful service delivery and fleet management. This individual will also assist in developing field operations' strategic plans, managing key customer relationships, and driving process improvements. This position will be highly visible, reports directly to the VP of Operations, has great potential for advancement in a rapidly growing company, and requires the candidate to establish and manage expectations with customers, vendors, executives, and department leaders within Agility Robotics.

About the Work:

• Manage the day-to-day operations and service delivery for all robots including troubleshooting and repair
• Assist the various Agility Robotics teams in the support of customer product demonstrations
• Design, implement and manage a field repair strategy to support the robot fleet
• Help define the execution plan for robot deployment at scale
• Build a world-class service & support organization
• Define, negotiate, and ensure compliance with all customer SLAs
• Support cross-functional teams to perform pre-job briefs, retrospectives, and root cause analyses
• Serve as a key interface to Product Management and Engineering to provide input on key features and functions needed to support customers and improve operations
• Develop and manage field operations budgets and perform complex financial analyses
• Establish metrics and KPI's for all key elements to assess the quality of products, lead operational process improvements, and drive cost reductions
• Work collaboratively with business teams on cost and sales forecasting, commercial contract development, and key customer account management
• Oversee the creation and implementation of training, work instructions, best practices, and procedures to ensure consistency with customer needs, company goals, industry best practices, and regulatory requirements
• Identify and communicate resource needs and gaps for successful service delivery
• Continually assess service performance levels and take timely action to remove performance barriers and reinforce procedures, policies, and guidelines
• Participate in hiring quality personnel who not only fit the needs of the organization but also will allow the team to scale with platform and service growth
• Work with the engineering and production teams to develop and manage preventative and predictive maintenance schedules including part consumption and order tracking along with long term forecasting
• Cross-department communication pertaining to coordinating and scheduling of software and firmware releases to the fleet including support for special projects
• Develop and maintain training materials for cross-functional use throughout the organization
• Support production/manufacturing in areas of testing and quality assurance

About You:

• Bachelor's degree in a technical discipline (or equivalent relevant experience)
• 5+ years management experience in deploying and servicing complex electro-mechanical equipment at scale
• Managing high uptime (24 x 7), high-reliability systems in customer facilities
• Driving transformational change in mission-critical operations environments or building new business segments within an existing organization
• Building and leading high-functioning teams (including hourly, remote, and contract personnel)
• Managing overall relationships with third-party service providers including project planning and workforce development
• Drafting, negotiating, and managing service vendor contracts
• Providing clear direction and detailed updates to senior leadership and executive stakeholders
• Operating in a fast-moving environment with tight deadlines
• Working both independently and collaboratively with others in a remote workforce environment
• Excellent analytical, verbal, written, and interpersonal communication skills

Bonus Points:

• Providing technical services to autonomous systems
• Experience with Jira and Confluence
• Experience with project management and process improvement methodologies
• Proficiency in using G-Suite and Windows-based computer applications
• Once available, this position may require up to 50% travel

Benefits:

• Employer-matched retirement plan
• Stock Options possible for some exempt employees
• 100% paid high-quality health, dental and vision, short/long term disability insurance
• Five weeks of paid vacation for all exempt employees
• Unlimited sick days for all exempt employees
• A great selection of healthy snacks & refreshments on-site
• Generous parental leave programs
• Catered lunch 2x per week
• A culture that encourages flexible work
• Relocation assistance for specific roles