Robotics Service Manager

Stäubli•Duncan, SC

7d•Hybrid

About The Position

The Robotics Service Manager is responsible for leading the execution and continuous improvement of Stäubli Robotics service operations across North America. This is not just a coordination role—it is a leadership position focused on delivering world-class service experiences, optimizing team performance, and driving customer satisfaction. In the role you will oversee a team of service engineers, ensure operational excellence, and act as the guardian of our premium service standards. By combining technical expertise, customer focus, and business insight, you will play a key role in strengthening customer relationships and supporting long-term service growth.

Requirements

Bachelor’s degree in Engineering, Mechatronics, Automation, Electrical, Mechanical, Manufacturing, or a related field; equivalent experience will also be considered
5+ years of experience in field service, technical service, engineering operations, or a related industrial environment
2+ years of leadership experience managing technical teams, field service personnel, or service operations
Experience in robotics, industrial automation, mechatronics, electromechanical systems, or a comparable technical environment
Strong troubleshooting, analytical, and problem-solving skills with the ability to support structured issue resolution
Strong communication and customer management skills, including the ability to handle escalations professionally
Ability to read and interpret technical documentation, including mechanical drawings, electrical diagrams, and service procedures
Proficiency with Microsoft Office and experience using CRM, ERP, or related business systems
Ability to travel up to 15% across North America as business needs require

Nice To Haves

Experience managing service KPIs, budgets, utilization, or service-related financial reporting
Knowledge of preventive maintenance programs, spare parts planning, and aftermarket service offerings
Experience supporting customer-facing service organizations in industrial equipment, automation, or robotics businesses

Responsibilities

Manage day-to-day service execution across North America, ensuring timely response, effective issue resolution, and consistent service quality.
Coach, support, and evaluate service engineers to build technical capability, accountability, and a strong customer-first culture.
Serve as an escalation point for complex service issues, communicate proactively with customers, and help ensure positive service outcomes.
Ensure accurate, timely documentation of service visits, case activity, and follow-up actions in CRM and other business systems in line with company standards.
Partner with commercial and technical teams to promote service offerings such as preventive maintenance, training, care programs, and spare parts solutions.
Work closely with sales, applications, engineering, technical support, and supply chain teams to improve service delivery and customer experience.
Monitor spare parts usage, inventory needs, and service readiness to support efficient field operations and minimize downtime.
Identify training needs, support knowledge sharing, and help the team stay aligned with product updates, service procedures, and safety expectations.
Track service metrics, financial performance, and operational trends; identify improvement opportunities and report results to leadership.
Adheres to all safety, quality and environmental standards.