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Field Service Manager



Redwood City, CA, USA
Posted on Friday, March 31, 2023
About Dexterity
At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work.
We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible?
Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!
About the Role
The Field Service Manager will lead the product operation technicians to ensure a robust and reliable operation of Dexterity's robotic systems in the field that meets or exceeds customer metrics for production resulting in high customer satisfaction. The Field Service Manager’s responsibilities include but are not limited to: leading root cause analysis and corrective actions for all field issues, implement best practices for all product lines, establish a PM/health check schedule for all key hardware components using data from suppliers, onsite condition of the parts and usage, ensure that all critical field issues that cause downtime at customer sites are resolved within established escalation timelines (customer obsession), hire and mentor field service technicians and establish staffing/hiring strategy (temp vs permanent etc) to support field service and operations for current and future state, monitor systems performance in the field and provide feedback to engineering groups to support continuous improvement.
The Field Service Manager will directly supervise the product operation technicians team. Leadership responsibilities include performance management of the team as well as ensuring a positive culture that allows for internal growth to meet the groups OKRs as they align to the companies OKRs. This will be achieved through constructive feedback and continuous development of the team. In order to achieve this objective, the Field Service Manager must be active in group meetings as well as onsite in the field to clearly evaluate team performance.
Day to Day Activities
Set metrics for field performance, ensure they are met, and maintain daily dashboards to share with Dex and relevant partners (suppliers, customers)
Create a vision and roadmap for field service for coming years in a very fast paced and rapidly changing environment (3 month, 1 year, 3 year etc) in line with Dex scale up and growth vision.
Hire and mentor field service technicians and engineers and establish staffing/hiring strategy (temp vs permanent etc) to support field service and operations
Lead root cause analysis and corrective actions for all field issues and implement best practices for all product lines
Establish a PM/health check schedule for all key hardware components using data from suppliers, onsite condition of the parts and usage. Manage and schedule supplier personnel for these PM/health checks. Knowledge in CMMS systems
Work closely with both the hardware and software teams during handoffs (ensure all necessary SOPs have been established prior to handoff) with all key metrics green
Be deeply involved in the commissioning process, and develop deep understanding of the Dex robot systems for all BUs (help the Dexterity team develop and optimize the final integration testing)
Own the spare parts list and inventory, tracking of the key components and subsystems in the field and their performance. Proactively upgrade components and systems that are limiting the performance of the Dex robot systems
Manage field upgrades and backward compatibility
Be a key participant in the development of specs and requirements to meet the quality, reliability and life of the Dex robot systems
Own the cost of quality for the product life cycle
Be knowledgeable about customer requirements, installation requirements at all customer sites and be key communication partner for field related items to the customer
Ensure that all critical field issues (that cause downtime) at customer sites are resolved within established escalation timelines (customer obsession)
Conduct ROI/financial analysis for field quality/reliability/upgrades so a data driven/financial analysis is part of the decision making process
Develop hubs for various customer clusters (locations)
Desired Skills
B.S. in engineering or related field
10+ years in high level operation or engineering leadership
5+ years of experience leading teams providing round the clock support.
Previous experience deploying systems solutions at customer facilities.
Project management skills, leading and directing complex engineering projects
Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership).
Excellent written and verbal communication skills.
Physical Requirements
Loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations
Walking/standing long hours and exposed to loud environment/machine and during travel
Prolonged periods sitting at a desk and working on a computer.
Additional Information
Travel 50% or more to customer locations as projects demand
Must be able to work overtime on a rotating on-call schedule to support plant operations as needed including nights, weekends, and holidays.
May be required to work extensive overtime hours during planned and unplanned maintenance.
Base pay is one element of our Total Rewards package which may also include comprehensive benefits and equity etc., depending on eligibility. The annual base salary range for this position is from $90,000 to $150,000. The actual base pay offered will be determined on factors such as years of relevant experience, skills, education etc. Decisions will be determined on a case-by-case basis.
Equal Opportunity Employer
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.