Service Manager, Robot Technicians

Employer description

Figure is an AI robotics company developing autonomous general-purpose humanoid robots. The goal of the company is to ship humanoid robots with human level intelligence. Its robots are engineered to perform a variety of tasks in the home and commercial markets. Figure is headquartered in San Jose, CA.

Figure is an AI robotics company developing autonomous general-purpose humanoid robots. The goal of the company is to ship humanoid robots with human level intelligence. Its robots are engineered to perform a variety of tasks in the home and commercial markets. Figure is headquartered in San Jose, CA.

We are looking for a Service Manager to lead the team of technicians who diagnose, repair, and maintain our humanoid robots. You'll own day-to-day service operations, develop a high-performing technical team, and act as the voice of service quality for customers and engineering. This role is for a hands-on leader who wants to build a service business from the ground up as humanoids move into real-world deployment.

Responsibilities:

• 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.

Requirements:

• 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.

Bonus Qualifications:

• 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.