Field Service Manager

Robots are moving out of the lab and onto real warehouse floors, and someone has to make sure they perform every single shift. As Field Service Manager, you will build and lead the team that keeps these systems running at customer sites, shape the field service roadmap as the company scales, and feed what you learn in the field straight back to engineering. If you love leading technicians, solving hard problems on the floor, and building something from the ground up, this one is worth a look.

ABOUT THE COMPANY

Our client is a venture-backed robotics company building full-stack robotic systems that pick, move, and pack with human-like skill. Their software-driven, hardware-agnostic platform is starting in warehouse automation, taking on repetitive and physically demanding work so people can focus on creative, problem-solving jobs. The team is diverse and multidisciplinary, with a culture built on passion, trust, and a true obsession with the customer.

WHY YOU'LL LOVE THIS ROLE

• Work for a stable, rapidly growing organization where you can grow personally and professionally.
• Use your expertise in field service leadership, system reliability, and customer operations to directly shape the product and business.
• Do meaningful work with a real impact on customers and the team every single day.
• Collaborate with bright, motivated people who genuinely enjoy working together and building something great.

WHAT YOU'LL DO

• Lead, hire, and mentor a team of field service technicians and engineers, building a positive culture rooted in constructive feedback and continuous development.
• Set field performance metrics, make sure they are met, and maintain daily dashboards for internal teams, suppliers, and customers.
• Create the vision and roadmap for field service at 3-month, 1-year, and 3-year horizons in line with the company's growth plans.
• Make sure critical field issues that cause customer downtime are resolved within established escalation timelines.
• Lead root cause analysis and corrective action for all field issues, and roll out best practices across every product line.
• Establish preventive maintenance and health check schedules for key hardware using supplier data, part condition, and usage, and schedule supplier personnel to perform the work.
• Partner with hardware and software teams on commissioning, final integration testing, and handoffs, making sure SOPs are in place and key metrics are green.
• Own the spare parts list and field inventory, track component performance, and proactively upgrade parts that limit system performance.
• Manage field upgrades and backward compatibility, and help define specs and requirements for quality, reliability, and system life.
• Own the cost of quality across the product life cycle, using ROI and financial analysis to guide reliability and upgrade decisions.
• Serve as the key field communication partner for customers, and help develop service hubs for customer clusters.
• Build the staffing strategy, including the temporary and permanent mix, to support current and future field operations.

WHAT YOU BRING

• B.S. in engineering or a related field.
• 10+ years in high-level operations or engineering leadership.
• 5+ years leading teams that provide round-the-clock support.
• Experience deploying system solutions at customer facilities.
• Strong project management skills, with a track record of leading complex engineering projects.
• Excellent written and verbal communication skills, including the ability to explain complex issues to operations, engineering, and leadership audiences.
• Willingness to travel 50% or more to customer sites as projects demand.
• Ability to work a rotating on-call schedule that may include nights, weekends, holidays, and extended hours during planned and unplanned maintenance.
• Comfort working in warehouse and customer environments that can be loud, see seasonal temperature changes, and require long periods of standing and walking.
• Eligibility to work in the US for any employer (sponsorship is not available).

BONUS POINTS IF YOU HAVE

• Hands-on experience with CMMS systems.
• Background in robotics, warehouse automation, or material handling equipment.
• Experience building or scaling a field service function.

COMPENSATION AND PERKS

• Base salary: $130,000 to $170,000 depending on experience.
• Total Rewards package that may include equity, depending on eligibility.
• Comprehensive benefits.

ABOUT CATCH TALENT

Catch Talent is a high-touch recruiting agency that delivers end-to-end talent acquisition solutions to growing technology, digital media, and professional services companies. Headquartered in Charleston, SC, Catch brings decades of technical recruiting expertise to local and national clients and offers a full range of flexible solutions, including direct placement hiring, recruitment process outsourcing, contract and contract-to-hire models. Learn more at catchtalent.com.

Catch Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.