Field Service Manager

Who you are

• 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
• 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
• 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

What the job involves

• 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)