External Job · via Greenhouse

Service Manager, Robot Technicians

FigureSanta Clara, CA

Posted Nov 4

Service Operations: Lead daily service and repair operations, prioritizing work to maximize robot uptime and turnaround time across internal fleets and customer deployments.
Team Leadership: Hire, train, and mentor robot service technicians. Give regular feedback, build career paths, and set the standard for technical excellence.
Safety & Quality: Champion safety, quality, and efficiency in every repair. Build and enforce procedures for working on high-voltage, battery, and actuated systems.
Customer Experience: Represent Figure to internal and commercial customers. Exceed their expectations, monitor service trends, and create standards and processes that raise the overall service experience.
Metrics & Process: Drive service KPIs including uptime, mean time to repair, first-time fix rate, cost, and parts usage. Use Lean or similar methods to make complex workflows run better.

Bachelor's degree or equivalent experience.
5+ years of experience in a service-focused, field service, technical repair, or manufacturing environment, with 2+ years leading technician teams.
Proven track record running service operations in a fast-paced, technology-driven environment with customer-facing responsibilities.
Experience running complex processes using Lean or other continuous improvement techniques.
Strong grasp of business metrics and the ability to drive results in productivity, quality, and cost.
Excellent written and verbal communication skills, with the ability to align technicians, engineers, and customers.
Low-ego, team-first leadership style with a pragmatic, can-do approach to problem-solving under pressure.
Valid driver's license, and the ability to travel to customer sites as needed.
Robotics, EV, aerospace, or industrial automation service experience.
Hands-on experience troubleshooting electromechanical systems, motors and actuators, batteries, sensors, or embedded electronics.
Experience standing up a new service organization, field service program, or repair depot.