Service Manager

The service manager will be responsible for leading the technical and tactical execution of Fox's service delivery strategy.

Overview:

This includes all technical services (at both Fox and customer sites), facilitating success in the following areas: break fix support, preventive maintenance, spare parts management, and all other areas needed to achieve the objectives of the business, achieving year-on-year growth. The candidate is responsible for defining, implementing, and monitoring processes and procedures required for successful service delivery and fleet management. This individual will also assist in developing field operations' strategic plan, managing key customer relationships, and driving process improvements. This position will be highly visible, reports directly to the VP of Operations, has great potential for advancement in a rapidly growing company, and requires the candidate to establish and manage expectations with customers, vendors, executives, and department leaders within Fox Robotics.

Key Functions & Responsibilities:

Develop processes to improve
Manage the day-to-day operations and service delivery for all robots including troubleshooting and repair
Design, implement, and manage a field repair strategy to support the robot fleet
Help define the execution plan for robot service at scale
Build a world-class service & support organization
Define, negotiate, and ensure compliance with all customer SLAs
Support cross-functional teams to perform pre-job briefs, retrospectives, and root cause analyses
Assist the various Fox teams in the support of customer product demonstrations
Serve as a key interface to Product Management and Engineering to provide input on key features and functions needed to support customers and improve operations
Develop and manage field operations budgets and perform complex financial analyses
Establish metrics and KPI's for all key elements to assess the quality of products, lead operational process improvements, and drive cost reductions
Work collaboratively with business teams on cost and sales forecasting, commercial contract development, and key customer account management
Oversee the creation and implementation of training, work instructions, best practices, and procedures to ensure consistency with customer needs, company goals, industry best practices, and regulatory requirements
Identify and communicate resource needs and gaps for successful service delivery
Continually assess service performance levels and take timely action to remove performance barriers and reinforce procedures, policies, and guidelines
Participate in hiring quality personnel who not only fit the needs of the organization but also will allow the team to scale with platform and service growth
Work with the engineering and production teams to develop and manage preventative and predictive maintenance schedules including part consumption and order tracking along with long term forecasting
Cross-department communication pertaining to coordinating and scheduling of software and firmware releases to the fleet including support for special projects
Develop and maintain training materials for cross-functional use throughout the organization
Support production/manufacturing in areas of testing and quality assurance

Qualifications / Expertise:

Bachelor's degree in a technical discipline (or equivalent relevant experience)
5+ years management experience in deploying and servicing complex, large-scale equipment
Managing high uptime (24 x 7), high reliability systems in customer facilities
Familiarization with CMMS implementation
Driving transformational change in mission critical operations environments or building new business segments within an existing organization
Building and leading high-functioning teams (including hourly, remote, and contract personnel)
Managing overall relationships with third party service providers including project plans and distributed workforce
Drafting, negotiating, and managing service vendor contracts
Able to provide clear direction and detailed updates to senior leadership and executive stakeholders
Ability to operate in a fast-moving environment with tight deadlines
Ability to manage and work both independently and collaboratively with others in a remote workforce environment
Excellent analytical, verbal, written, and interpersonal communication skills

Preferred Experience:

Providing technical services to robotics and autonomous systems
Experience with Jira and Confluence
Experience with project management and process improvement methodologies
Proficiency in using G-Suite and Windows-based computer applications

Compensation & Benefits:

Competitive salary
Stock options
Hybrid in-person and remote
Unlimited PTO
Fully-covered healthcare
401k

**This position may require up to 50% travel**

More About Fox Robotics

We make robots that work.

We envision a world where robots serve as a human multiplier for dull and dangerous work. The warehousing industry sees more than 52,000 cases of injuries every year in the US. Our first product is an automated trailer unloader (forklift) that quickly demonstrates measurable value to our customers by both improving efficiency while also increasing safety.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.