Boston Dynamics
Global Field Service Manager - Warehouse Robotics
Boston Dynamics, Waltham, Massachusetts, United States, 02451
Global Field Service Manager - Warehouse Robotics
Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics. As a Global Field Service Manager - Warehouse Robotics at Boston Dynamics, you will play a pivotal role in scaling our world-class field service operations for our Warehouse Robotics Fleet. You'll be a strategic and hands-on leader, responsible for implementing and executing a global service strategy that ensures operational excellence and maximizes customer success. You will manage and mentor a team of Field Service Engineers to deliver end-to-end customer-driven solutions globally. To thrive in this role, you must possess exceptional leadership capabilities, deep empathy for our customers, and a proven track record of building and leading a technical field service organization, ideally within a rapidly growing technology company. Key Responsibilities
Oversee the day-to-day global field service and repair operations, delegating tasks and ensuring timely resolution of customer issues and robot repair statuses. Ensure the global field service and repair teams have the appropriate tools, equipment, and training to perform their daily tasks effectively, continually improving repair turnaround times through process enhancements. Help lead the development and execution of a comprehensive global field service and repair strategy that aligns with Boston Dynamics' business objectives and supports our rapidly expanding customer base. Build, refine, and optimize global practices, standards, and processes for field service, repair operations, and support, ensuring scalability, efficiency, and consistent delivery of world-class service. Stay ahead of industry trends and competitive dynamics, proactively adapting service strategies to maintain Boston Dynamics' leadership in the warehouse robotics space. Assist with the creation, rollout, and ongoing enhancement of service processes, ensuring that key performance indicators (KPIs) such as Customer Satisfaction (CSAT), issue resolution time, and first response time are reliably met or surpassed. Develop, implement, and utilize data-driven insights to identify areas for improvement, implement best practices, and drive operational efficiencies across all global support operations. Collaborate closely with leadership across Sales, Engineering, Manufacturing, Product, and Customer Success to optimize service delivery. Mentor and empower a diverse global team of Field Service Engineers, fostering a culture of accountability, innovation, and continuous improvement. Drive career progression and personal growth through structured coaching, comprehensive training programs, and performance management. Desired Skills & Qualifications
Minimum of 5 years of management experience in service or operations managing both hardware and software products within the robotics industry or a similar highly technical field. Proven success in rapidly scaling a services business, including building a foundation for scale, partner activation, and services-led motions. A strategic, customer-centric leader with strong business acumen and a demonstrated ability to improve service efficiencies. Strong customer management and communication skills with experience in customer support, implementation, solutions, and customer success. Track record of achieving strong support outcomes in issue resolution time, response time, and customer satisfaction. A people-focused leader with the ability to build creative, collaborative teams, develop talent, and link performance to high-growth business objectives. Proven ability to engage and influence people cross-functionally across Field, Product, and other matrixed teams. Ability to hire, engage, and motivate great talent. Ability to travel up to 50% globally, must have a valid passport. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position. Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.
Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics. As a Global Field Service Manager - Warehouse Robotics at Boston Dynamics, you will play a pivotal role in scaling our world-class field service operations for our Warehouse Robotics Fleet. You'll be a strategic and hands-on leader, responsible for implementing and executing a global service strategy that ensures operational excellence and maximizes customer success. You will manage and mentor a team of Field Service Engineers to deliver end-to-end customer-driven solutions globally. To thrive in this role, you must possess exceptional leadership capabilities, deep empathy for our customers, and a proven track record of building and leading a technical field service organization, ideally within a rapidly growing technology company. Key Responsibilities
Oversee the day-to-day global field service and repair operations, delegating tasks and ensuring timely resolution of customer issues and robot repair statuses. Ensure the global field service and repair teams have the appropriate tools, equipment, and training to perform their daily tasks effectively, continually improving repair turnaround times through process enhancements. Help lead the development and execution of a comprehensive global field service and repair strategy that aligns with Boston Dynamics' business objectives and supports our rapidly expanding customer base. Build, refine, and optimize global practices, standards, and processes for field service, repair operations, and support, ensuring scalability, efficiency, and consistent delivery of world-class service. Stay ahead of industry trends and competitive dynamics, proactively adapting service strategies to maintain Boston Dynamics' leadership in the warehouse robotics space. Assist with the creation, rollout, and ongoing enhancement of service processes, ensuring that key performance indicators (KPIs) such as Customer Satisfaction (CSAT), issue resolution time, and first response time are reliably met or surpassed. Develop, implement, and utilize data-driven insights to identify areas for improvement, implement best practices, and drive operational efficiencies across all global support operations. Collaborate closely with leadership across Sales, Engineering, Manufacturing, Product, and Customer Success to optimize service delivery. Mentor and empower a diverse global team of Field Service Engineers, fostering a culture of accountability, innovation, and continuous improvement. Drive career progression and personal growth through structured coaching, comprehensive training programs, and performance management. Desired Skills & Qualifications
Minimum of 5 years of management experience in service or operations managing both hardware and software products within the robotics industry or a similar highly technical field. Proven success in rapidly scaling a services business, including building a foundation for scale, partner activation, and services-led motions. A strategic, customer-centric leader with strong business acumen and a demonstrated ability to improve service efficiencies. Strong customer management and communication skills with experience in customer support, implementation, solutions, and customer success. Track record of achieving strong support outcomes in issue resolution time, response time, and customer satisfaction. A people-focused leader with the ability to build creative, collaborative teams, develop talent, and link performance to high-growth business objectives. Proven ability to engage and influence people cross-functionally across Field, Product, and other matrixed teams. Ability to hire, engage, and motivate great talent. Ability to travel up to 50% globally, must have a valid passport. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position. Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.