Sr. Manager, Field Reliability & Service Operations
Careers•San Antonio, TX
•Hybrid
About The Position
Darkhive is seeking a highly operational and technically capable Sr. Manager, Field Service & Reliability to build and scale Darkhive’s field quality, customer support, and operational sustainment capabilities. This role will report to the VP of Quality and serve as a key operational bridge between engineering, production, customer, and sustainment activities. This role will help establish field escalation workflows, customer intake processes, fleet reliability analytics, operational readiness procedures, field quality feedback loops, and service operations as Darkhive scales deployments.
Requirements
- Bachelor’s degree in Engineering, Operations, Robotics, Aerospace, Systems Engineering, or related technical field
- 8+ years of experience in field service engineering, reliability engineering, operational support, quality engineering, or related disciplines
- Experience supporting deployed hardware/software systems in operational or customer-facing environments
- Strong troubleshooting and root cause analysis capability across integrated systems
- Experience building or scaling field support, sustainment, or customer escalation organizations
- Strong communication and customer engagement capability in high-pressure operational environments
- Legally authorized to work in the U.S.
Nice To Haves
- Experience with robotics, autonomous systems, UAV/UAS platforms, or tactical communications systems
- Experience supporting military, defense, or public safety customers
- Experience with fleet operations, sustainment models, reliability analytics, or field deployment operations
- Familiarity with QMS, CAPA systems, field quality alerts, and continuous improvement methodologies
- Experience in aerospace, defense, robotics, or high-reliability operational environments
- U.S. Military Veteran/Reservist experience is a plus
Responsibilities
- Build and scale field service, customer escalation, and reliability engineering capabilities
- Develop operational support processes, field escalation workflows, and customer issue management systems
- Lead cross-functional troubleshooting and root cause investigations for deployed operational systems
- Develop fleet reliability metrics, operational dashboards, field failure tracking, and Voice of Customer (VOC) mechanisms
- Support customer deployments, operational readiness reviews, training activities, and sustainment planning
- Drive lessons learned and closed-loop quality feedback into engineering and product development teams
- Support warranty, repair, spares, and sustainment strategy development
- Coordinate field quality alerts, reliability trends, and escalation reporting to leadership
- Support customer-facing technical communications and help build long-term customer trust
Benefits
- Welcoming and collaborative work environment
- Mission-driven team and product
- Opportunity to build and shape a growing organization
- Respect for work-life balance
- Exposure to cutting-edge robotics and defense technology
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What This Job Offers
Job Type
Full-time
Career Level
Manager
