Field Service Manager

Field Service Manager (FSM) RoleWe're a robotics manufacturer in the commercial kitchen equipment industry. Our flagship product, Alpha Grill, supports foodservice operators increase efficiency and output which ultimately leads to higher margins and stronger revenue. We believe the future is robotics and we're looking for someone eager to shape the next wave of technology in the foodservice industry.NOTE: If you do not have F&B field service experience, do not apply. We prioritize those who come from the industry and have experience managing and shaping the way manufacturers service equipment and support their customers. If this is you, we highly encourage you to apply!The Field Service Team ensures Aniai builds lifelong customers across the globe. With the rapid deployment of our flagship product, Alpha Grill, our Field Service Engineers (FSEs) are out at customer sites training kitchen teams, leading installations and solving the unpredictable issues that happen in the startup environment. The Field Service Team has 8 members right now, 7 in Korea and 1 in our NYC HQ. We're looking for another rock star to join our team in the early stages within the US market.NOTE: While our HQ is in NYC and we always value anyone living and working in this area, we are open to hiring across the US. We are prioritizing talent and prior experience in the industry over location for this role.We are looking for a rock-star FSM to build the field service team from the ground up. You will come in with some ready-to-go playbooks from our team in Korea, but we're expecting you to bring rich experience in leading installations and maintenance for high tech machines, training and managing external service technicians, and building processes and infrastructure for how the team operates.You will manage our FSE from day one, and you will become the go-to expert for our customers and internal teams, lending your knowledge and skillset to optimize performance, provide technical support and education, and deliver exceptional customer service.CustomersDeployments: Install Alpha Grill in customer sites, ensuring proper configuration and calibration for optimal performance.User Training: Provide comprehensive training and guidance to customers on how to use Alpha Grill and what common issues they can self-resolve.Maintenance: Monitor Alpha Grill performance KPIs, identify areas of improvement, and promptly address customer concerns or issues. Troubleshoot issues remotely or conduct site inspections as needed. Carry out repairs, ensuring we meet standard service level agreements set.Service Providers & TechniciansTrainings: Develop and lead training programs for onboarding 3rd party service technicians.Service Network Dispatch: Manage nationwide service network and dispatching service calls to appropriate technicians.SLA Management: Ensure service technicians meet SLAs and provide escalation training and response support when technicians do not achieve desired targets.Team InfrastructureField Service Playbook: Build the team playbook, creating and managing KPIs against standard installation processes, site visits and general service calls.Service Manual: Build our first service manual, creating a comprehensive document which serves as the technical resource for all technicians.MiscellaneousDemo Unit Maintenance: Support our test kitchens and tradeshows with technical deployment setup and assistance.Product Recipe Testing: Support sales team by testing recipes coming from potential and existing customers on the Alpha Grill.Other: We're a growing team! There will be plenty of opportunities to support other initiatives, including growth plans, user guides and manuals, etc.