Field Service Manager

Apptronik
US - Texas - Austin
January 29, 2025

Apptronik is building robots for the real world to improve human quality of life and to help solve the ever-increasing labor shortage problem. Our team has been building some of the most advanced robots on the planet for years, dating back to the DARPA Robotics Challenge. We apply our expertise across the full robotics stack to some of the most important and impactful problems our society faces, and expect our products and technology to change the world for the better. We value passion, creativity, and collaboration to help us overcome existing technological barriers in the industry to create truly innovative products.

You will join a team developing state-of-the-art general-purpose robots designed to operate in human spaces and with human tools. It is designed to work alongside humans, mobilize to human spaces, and manipulate the world around it.

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 25-45 pounds at times
Vision to read printed materials and a computer screen
Hearing and speech to communicate
International travel likely; passport highly desired
Travel up to 50% may be required

PERKS:

Competitive salary w/ benefits
Highly motivating equity incentive package
Flexible work hours policy
Professional development opportunities
Generous Paid Time Off (PTO)
401k plan

• This is a direct hire. Please, no outside Agency solicitations.

Apptronik provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Read the full job description and apply online on the recuiter's web-site

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