Field Service Manager

Apptronik•Austin, TX

14d

About The Position

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 professionals. 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.

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
Experience coordinating support across multiple customer sites and geographically distributed locations
Strong background in spare parts inventory planning, logistics, and consumption tracking across multiple facilities
Demonstrated ability to manage multi-shift field service operations, including scheduling, shift coverage, and performance oversight
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
Bachelor’s degree in a technical discipline (engineering, robotics, computer science, etc.)
Proven experience ( 8 + years) in servicing and maintaining complex electro-mechanical systems. Robotics and automation a plus
Proven experience ( 5 + years) managing service or deployment teams (spanning cross country and overseas, preferred)
Experience with command line interface on PC systems
Experience supporting operations across multiple sites, customer facilities, or distributed locations
Hands-on experience implementing preventative maintenance programs for complex automated or robotic systems
Familiarity with software systems, especially Linux, R-Viz, Plot Juggler, and ROS

Nice To Haves

Familiarity with Salesforce and Jira highly preferred
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

Responsibilities

Perform and direct all activities related to system bring-up, troubleshooting, emergent service, preventative maintenance, and spare parts management across multiple sites and customer locations
Report daily status of robots and connected equipment (at Apptronik and customer sites)
Manage field service personnel scheduling and coverage across multiple shifts to ensure continuous operational support
Lead proactive preventative maintenance planning to maximize robot and system uptime
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