Director of Field Services

Locus Robotics•Wilmington, MA

10d

About The Position

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Powered by LocusONE, an AI-driven platform, our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease. Trusted by over 150 industry leading retail, healthcare, 3PL, and industrial brands in over 350 sites worldwide, Locus enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity. Our industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness without the burden of significant capital investments. With proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out—Locus Robotics empowers businesses to meet peak demands and adapt to ever-changing operational needs. The Director of Field Services will lead the transformation of service operations for cutting-edge autonomous mobile robots (AMRs) across North America. You will design a modern, data-driven service model that will strengthen technician coverage, improve predictability through preventive maintenance, and use digital tools and advanced analytics to optimize operations. As a key cross-functional leader, you’ll partner with Product, Engineering, Customer Management, Deployment, and global teams to ensure operational excellence, strong fleet performance, and a unified service experience. This role requires 40-60% travel across the U.S., Canada, and Mexico.

Requirements

Bachelor’s degree in Engineering, Operations, or a related field.
10+ years of experience in field services, technical operations, or support; robotics, automation, AMR/AGV, or material-handling experience preferred.
5+ years leading a field service team, including distributed or remote technicians.
Proven experience scaling field service organizations, including coverage models, staffing plans, PM programs, dispatch workflows, and parts management.
Strong understanding of electromechanical systems, troubleshooting, and industrial or warehouse environments.
Hands-on experience with Salesforce Service Cloud, Salesforce Field Service, workflows, queues, escalations, and reporting.
Ability to lead and support high-travel field teams, optimize routing, and balance regional workloads.
Customer-facing leadership experience with strong communication, escalation management, and relationship-building skills.
Data-driven approach with a strong understanding of KPIs, productivity metrics, and cost optimization.
Proficient English communication skills, both written and verbal, with the ability to engage diverse audiences effectively.

Responsibilities

Build, lead, and scale a field services organization of internal technicians and external partners.
Develop and execute a long-term strategy focused on efficiency, cost control, and predictable fleet performance.
Own technician scheduling, dispatching, and coverage models to improve response times and reduce travel.
Standardize workflows and leverage tools (e.g., Salesforce Service Cloud) to manage cases and monitor fleet health.
Define and report KPIs to track uptime, repair efficiency, and overall fleet health.
Manage parts, inventory, and RMAs to ensure reliable, cost-effective repairs.
Partner with Product and Engineering to identify failure patterns, perform root cause analysis, and drive design and firmware improvements.
Ensure service readiness for new site launches, including staffing, training, tooling, and PM planning.
Act as senior escalation point for service issues and deliver a consistent experience across all sites.
Implement proactive service solutions that improve uptime and customer outcomes.
Enforce standardized quality and safety procedures across all field activities and ensure compliance with site requirements.
Collaborate across global and cross-functional teams to align field support with site performance needs and share best practices.
Leverage fleet insights, field data, and analytics to anticipate failures, reduce downtime, and inform product roadmaps.