Senior Manager, Field Services

Agility Robotics•Pittsburgh, PA

7d•Remote

About The Position

The Senior Manager, Field Services Engineering leads a team of Deployment Specialists and owns field service operations throughout the customer deployment lifecycle, from deployment readiness and commissioning through ongoing support, maintenance, break-fix service, and fleet management. The role ensures Agility Robotics’ Digit robots and robotic systems are deployed safely, operate reliably, and support customer success in real-world environments. This is a hands-on leadership position that combines team development, technical troubleshooting, and operational ownership. The manager works alongside specialists at customer sites, helps resolve complex mechatronics, hardware, and software issues, leads escalations and root-cause analyses, and partners with Engineering, Product, Operations, and Service teams. The role also establishes procedures, performance measures, and scalable practices to improve service quality and support an expanding customer base. This is a fully remote role, with the option to work hybrid for candidates within commuting distance of the Pittsburgh, Pennsylvania office. Extensive travel to customer sites, up to 25–50%, is required as needed. All roles are U.S.-based, and applicants must be currently authorized to work in the United States.

Requirements

10 or more years of experience in field service, technical operations, or robotics environments.
5 or more years of direct people management experience, including hiring, coaching, performance management, and employee development.
Strong hands-on technical troubleshooting skills, ideally involving complex hardware, software, or integrated systems.
Experience overseeing deployment execution and ongoing service delivery, including maintenance, resource planning, and issue escalation.
Ability to balance direct technical involvement with people leadership and accountability for operational outcomes.
Experience tracking operational performance, improving processes, and driving continuous improvement.
Strong customer communication and cross-functional collaboration skills.
Ability to prioritize effectively and make sound decisions in a fast-paced, evolving environment.
Willingness to travel extensively, up to 25–50%, to customer sites as needed for deployments, service activities, and team operations.
Current authorization to work in the United States.

Nice To Haves

Experience in robotics, automation, industrial equipment, or other complex hardware and software environments.
Experience leading teams responsible for technical deployments and ongoing customer-site service.
Familiarity with system commissioning, preventive maintenance, reliability improvement, and root-cause analysis.
Experience developing service processes and performance measures in a growing organization.

Responsibilities

Lead, coach, and develop Deployment Specialists, setting expectations, priorities, and performance goals.
Own hiring, onboarding, workforce planning, performance management, and employee development.
Plan team capacity and allocate resources to deployments, customer needs, and service commitments.
Foster a culture of safety, accountability, customer focus, and continuous improvement.
Own field service operations across deployment readiness, commissioning, ongoing service, maintenance, and break-fix support.
Oversee safe, efficient deployment and service execution in accordance with procedures and quality standards.
Manage service schedules, resource allocation, competing priorities, and escalations.
Establish and maintain standard operating procedures for deployments, preventive maintenance, troubleshooting, service documentation, and issue escalation.
Monitor service performance and system reliability; track metrics and KPIs, identify recurring issues and risks, and implement improvements.
Develop scalable processes and operating practices for a growing customer base and deployment footprint.
Work directly with Deployment Specialists on customer-site deployments, commissioning, troubleshooting, demonstrations, and high-visibility events as needed.
Diagnose and resolve complex mechatronics, hardware, and software issues involving robotic systems in customer environments.
Provide technical guidance and coaching to build team troubleshooting capabilities and consistent execution practices.
Lead complex escalations and partner with Engineering, Product, and Service teams on root-cause analysis and resolution.
Document field learnings and incorporate them into troubleshooting guidance, training, and procedures.
Own ongoing customer-site service delivery, including maintenance, troubleshooting, and service escalation management.
Establish and monitor measures such as uptime, reliability, response times, and issue resolution, as appropriate to customer commitments and business needs.
Manage preventive and predictive maintenance schedules, parts consumption, and order tracking.
Manage customer service issues through resolution, maintaining clear communication and coordinating internal resources.
Partner with Engineering and Product to address recurring technical issues and drive long-term corrective actions.
Incorporate customer feedback and field performance data into service improvements, training, and operational planning.
Collaborate with Engineering, Product, Operations, and other internal teams to improve reliability, serviceability, deployment quality, and customer outcomes.
Communicate service performance, customer feedback, recurring issues, operational risks, and resource needs to stakeholders.
Develop and track metrics for team performance, deployment effectiveness, service quality, and customer outcomes.
Identify opportunities to standardize workflows, improve documentation, and increase the efficiency and scalability of field service operations.

Benefits

401(k) plan with a 6% company match.
Company stock options.
100% company-paid medical, dental, vision, and short- and long-term disability insurance for employees.
Benefits eligibility beginning on the first day of employment.
Employee Assistance Program (EAP).
Flexible, unlimited PTO and 12 company holidays, including a winter shutdown, for exempt employees.
For non-exempt employees: 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually.
Catered lunches four times a week and healthy snacks and refreshments at Salem and Pittsburgh locations.
Generous paid parental leave programs.
Flexible work arrangements.
Professional development and tuition reimbursement programs.
Relocation assistance for eligible roles.
Annual discretionary bonus for eligible roles.