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Senior Manager, Field Services

1 week, 3 days ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
Agility Robotics

Agility Robotics

Agility Robotics offers advanced automation solutions for supply chain and manufacturing, connecting manual and automated processes with scalable and reliable labor solutions. Partnering with GXO, they revolutionize logistics operations with innovative...

Industrial Conglomerates
201-500
Founded 2015
$179M raised
View All Jobs 7

Description

  • Lead, coach, hire, onboard, and manage Deployment Specialists, including workforce planning and performance development.
  • Own field service operations across the customer lifecycle, from deployment readiness and robot commissioning through maintenance, break-fix support, and fleet management.
  • Plan service capacity, schedules, resource allocation, and escalations to meet customer and operational commitments.
  • Work alongside the team at customer sites to deploy systems, troubleshoot issues, and support demonstrations or high-visibility events.
  • Diagnose and resolve complex mechatronics, hardware, and software issues; lead technical escalations and root-cause analyses.
  • Establish and maintain standard operating procedures for deployments, preventive maintenance, troubleshooting, documentation, and escalation.
  • Monitor uptime, reliability, response times, service quality, and other operational KPIs; implement improvements based on performance trends.
  • Manage preventive and predictive maintenance, parts consumption, and order tracking to support reliable robot operation.
  • Partner with Engineering, Product, Operations, and Service teams to improve reliability, serviceability, deployment quality, and customer outcomes.
  • Document field learnings and customer feedback in training, troubleshooting guidance, operational planning, and scalable service processes.

Requirements

  • 10+ years of experience in field service, technical operations, or robotics environments.
  • 5+ years of direct people-management experience, including hiring, coaching, performance management, and employee development.
  • Hands-on technical troubleshooting experience with complex hardware, software, or integrated systems.
  • Experience overseeing deployments and ongoing service delivery, including maintenance, resource planning, and issue escalation.
  • Ability to balance direct technical work with team leadership and ownership of operational outcomes.
  • Experience tracking operational performance, improving processes, and driving continuous improvement.
  • Strong customer communication and cross-functional collaboration skills.
  • Ability to prioritize and make sound decisions in a fast-paced, evolving environment.
  • Willingness to travel up to 25–50% to customer sites.
  • Experience in robotics, automation, industrial equipment, commissioning, preventive maintenance, reliability improvement, root-cause analysis, or service-process development is preferred.
  • Current authorization to work in the United States.

Benefits

  • Anticipated base salary of $135,000–$211,000 USD, plus an annual discretionary bonus for eligible roles.
  • Company stock options and a 401(k) plan with a 6% company match.
  • 100% company-paid medical, dental, vision, and short- and long-term disability insurance, effective on the first day of employment.
  • Fully remote role, with hybrid work available for candidates within commuting distance of the Pittsburgh office, plus flexible work arrangements.
  • Flexible unlimited PTO for exempt employees, 12 company holidays, and a winter shutdown.
  • Generous paid parental leave and Employee Assistance Program support.
  • Professional development and tuition reimbursement programs.
  • Relocation assistance for eligible roles.

Interested in this position?

Apply directly on the company website

Apply Now

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