Manager, Field Engineering

Aniai, Inc•New York, NY

7d•$80 - $100•Onsite

About The Position

We are looking for a rock-star Manager to build the field engineering team from the ground up. You will come in with some ready-to-go playbooks from our team in Korea, but we’re expecting you to bring rich experience in leading installations and maintenance for high tech machines, training and managing external service technicians, and building processes and infrastructure for how the team operates. You will manage our FSE from day one, and you will become the go-to expert for our customers and internal teams, lending your knowledge and skillset to optimize performance, provide technical support and education, and deliver exceptional customer service. Here’s the fine print:

Requirements

Have a bachelor's degree.
Be excited to work at our NYC HQ 5 days per week. We pride ourselves in building community through our in-person culture.
Love burgers. What is your favorite burger? We want to know!
Communicate effectively and love cross-collaborative efforts. Our teams span across the US and Korea, which takes patience, kindness and communication to make it work.
Have a hustle mentality, solve problems and act quickly. We’re a rapidly growing startup, we don’t have time to waste.
Have an educational background in mechanical or electrical engineering.
Have made incredible impacts in their prior experience. We think this takes the equivalent of roughly 5+ years in Field Service to do. You will be the most accomplished field engineer on our team and your prior experience should show this.
Have trained and led field service teams, including managing external technician networks nationwide.
Deep experience building 0-1 processes and playbooks. Assume nothing exists today, we need you to build it.
Have some experience or general awarenss of managing P&L for the field service team. You may not have had direct control of the P&L in your prior experience but you’ve had exposure to it and understand how to reduce team costs.
Be top tier communicators. You not only possess a deep understanding of technical concepts, but you also know how to communicate these to non-technical audiences with ease.
Travel at least 50% to customer locations across the United States. We require a valid US Driver's License with a clean record.
Solve problems every day. You most likely love puzzles and have a knack for finding creative solutions to the toughest issues.
Be organized in their approach to customer deployments and maintenance. Startups are chaos so we aim to find someone methodical and logical in everything they do.

Nice To Haves

Have experience in early-stage startups.
Have experience in robotics, kitchen equipment manufacturing, or restaurants.
Have experience in deploying and servicing robotic products!

Responsibilities

Install Alpha Grill in customer sites, ensuring proper configuration and calibration for optimal performance.
Provide comprehensive training and guidance to customers on how to use Alpha Grill and what common issues they can self-resolve.
Monitor Alpha Grill performance KPIs, identify areas of improvement, and promptly address customer concerns or issues. Troubleshoot issues remotely or conduct site inspections as needed. Carry out repairs, ensuring we meet standard service level agreements set.
Develop and lead training programs for onboarding 3rd party service technicians.
Manage nationwide service network and dispatching service calls to appropriate technicians.
Ensure service technicians meet SLAs and provide escalation training and response support when technicians do not achieve desired targets.
Build the team playbook, creating and managing KPIs against standard installation processes, site visits and general service calls.
Build our first service manual, creating a comprehensive document which serves as the technical resource for all technicians.
Support our test kitchens and tradeshows with technical deployment setup and assistance.
Support sales team by testing recipes coming from potential and existing customers on the Alpha Grill.
Support other initiatives, including growth plans, user guides and manuals, etc.