Senior Manager, Field Services

Agility Robotics•Pittsburgh, PA

8d•$135,000 - $211,000•Remote

About The Position

The Senior Manager, Field Services Engineering leads a team of Deployment Specialists and owns field service operations throughout the deployment lifecycle, from initial customer deployment through ongoing support and fleet management. The role combines team leadership, hands-on technical execution, and operational ownership to ensure Agility Robotics’ Digit robots and robotic systems are deployed safely, operate reliably, and support customer success in real-world environments. The position is accountable for team development, deployment execution, breakdown repair, preventive maintenance schedules, and continuous improvement of field operations. The Senior Manager works alongside Deployment Specialists to support deployments, troubleshoot mechatronics and software issues, conduct root-cause analyses, resolve escalations, and develop standard operating procedures as field operations scale. This is a fully remote role, with the option to work hybrid for candidates within commuting distance of the Pittsburgh, Pennsylvania office. Extensive travel of up to 25–50% to customer sites is required as needed. The anticipated base salary range is $135,000–$211,000 USD. Applicants must be authorized to work in the United States.

Requirements

10+ years of experience in field service, technical operations, or robotics environments.
5+ 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.
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; establish expectations, priorities, and performance goals.
Own hiring, onboarding, workforce planning, performance management, and employee development.
Provide ongoing feedback and coaching to build technical capabilities and improve operational effectiveness and individual performance.
Plan team capacity and allocate resources to meet deployment schedules, customer needs, and service commitments.
Foster a culture of safety, accountability, customer focus, and continuous improvement.
Own field service operations across the customer lifecycle, including deployment readiness, robot commissioning, ongoing service, maintenance, and break-fix support.
Oversee deployment and service execution to ensure work is safe, efficient, and consistent 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; gather metrics and KPIs, identify recurring issues and operational risks, and implement service improvements.
Develop scalable processes and operating practices to support 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 collaborate with Engineering, Product, and Service teams on root-cause analyses and technical resolutions.
Document field learnings and incorporate them into troubleshooting guidance, training, and standard operating procedures.
Own ongoing customer-site service delivery, including maintenance, troubleshooting, and service escalation management.
Establish and monitor measures such as system uptime, reliability, response times, and issue resolution, as appropriate to customer commitments and business needs.
Manage preventive and predictive maintenance schedules, part consumption, and order tracking to support reliable operation at customer facilities.
Manage customer service issues through resolution with clear communication, appropriate prioritization, and effective coordination of internal resources.
Identify recurring technical issues and service trends, and partner with Engineering and Product on root-cause analysis and long-term corrective actions.
Use customer feedback and field performance data to improve service, training, and operational planning.
Partner 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 operational metrics for team performance, deployment effectiveness, service quality, and customer outcomes.
Identify opportunities to standardize workflows, improve documentation, and make field service operations more efficient and scalable.

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).
Exempt employees receive flexible, unlimited PTO and 12 company holidays, including a winter shutdown.
Non-exempt employees receive 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.
Paid parental leave programs.
Flexible work arrangements.
Professional development and tuition reimbursement programs.
Relocation assistance for eligible roles.
Annual discretionary bonus for eligible roles.