Technical Service Manager
- Fresno, CA
- Robotics
- July 23, 2024
About the Role
What You'll Do
- Team Leadership: Lead and manage a team of robotic field technicians, providing guidance, support, and mentorship to ensure optimal performance and productivity.
- Set and achieve technical goals and metrics on a weekly/monthly/quarterly basis, demonstrating leadership in meeting performance targets.
- Technical Support: Oversee the diagnosis, troubleshooting, and resolution of technical issues related to autonomous systems deployed in the field, ensuring minimal downtime and maximum efficiency.
- Process Management: Develop and implement standardized processes and procedures for the installation, maintenance, and repair of robotic systems, ensuring consistency and quality across all operations.
- Inventory Management: Manage inventory levels of spare parts, tools, and equipment required for field service operations. Coordinate with procurement and logistics teams to ensure timely availability of required materials while optimizing inventory costs.
- Work Order and Service Call Oversight: Manage and prioritize incoming work orders and service calls, assigning tasks to field technicians based on skill level, availability, and urgency. Ensure timely completion of service requests while maintaining high levels of customer satisfaction.
- Customer Engagement: Collaborate closely with customers, OEMs (Original Equipment Manufacturers), and dealership partners to understand their technical requirements, address their concerns, and provide exceptional technical support and service.
- Continuous Improvement: Drive continuous improvement initiatives to enhance the performance, reliability, and functionality of our autonomous systems, leveraging feedback from the field and staying abreast of technological advancements.
- Training and Development: Develop and deliver training programs for field technicians to ensure they are equipped with the necessary skills and knowledge to effectively support and maintain robotic systems.
- Documentation and Reporting: Maintain comprehensive documentation of technical procedures, service records, and customer interactions. Generate regular reports on service activities, performance metrics, and customer feedback.
- Cross-functional Collaboration: Collaborate with cross-functional teams including engineering, product development, and sales to relay customer feedback, identify product improvement opportunities, and ensure alignment between customer needs and product development efforts.
- Safety: Ensure compliance with all safety regulations and procedures, lead processes to implement and improve safety procedures within the technical support.
What We Are Looking For
- Bachelor’s degree in Engineering, Robotics, Agricultural Science, or a related field. Master’s degree preferred.
- 5 years of proven experience in a technical leadership role, preferably in the agricultural or robotics industry.
- Strong technical aptitude with a deep understanding of robotic systems, automation technologies, and agricultural machinery.
- Excellent communication, interpersonal, and leadership skills.
- Ability to effectively manage and prioritize multiple tasks in a fast-paced environment.
- Experience working with OEMs, dealerships, and agricultural customers is highly desirable.
- Willingness to travel to customer sites as needed.
- Authorized to work in the US.
- Valid driver’s license.
Base salary range for this role is $100K/YR to $130K/YR (depending on experience) + Other Benefits.
**Even if you’re above this base salary range, let’s have a conversation and see what other options there are!
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