Senior Manager, Field Services

Agility’s commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers—tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we're pioneering a new era of automation that enhances human potential. About Agility Robotics Agility Robotics is at the forefront of humanoid robotics, redefining how robots interact with and navigate the human world. Our cutting-edge robots rely on advanced hardware systems, including actuators, motor controllers, sensors, PCBAs, limbs, and end effectors, to perform complex tasks in dynamic and demanding environments. Role Overview The Senior Manager, Field Services Engineering is responsible for leading a team of Deployment Specialists and owning field service operations across the entire deployment lifecycle, from initial customer deployment through ongoing support and fleet management. This role combines team leadership, hands-on technical execution, and operational ownership to ensure Agility Robotics’ bipedal robots (Digit) and robotic systems are deployed safely, operate reliably, and deliver customer success in real-world environments. This individual is accountable for team development, deployment execution, breakdown repair, preventive maintenance schedules, and continuous improvement of field operations. They will work directly alongside Deployment Specialists to support deployments, troubleshoot mechatronics and software issues, conduct root-cause analyses, and resolve escalations while developing standard operating procedures to scale field operations as Agility grows. The ideal candidate is a hands-on leader who can balance direct technical problem-solving with team development, operational decision-making, and cross-functional collaboration. Key Responsibilities People Leadership and Team Development - Lead, coach, and develop a team of Deployment Specialists, establishing clear expectations, priorities, and performance goals. - Own hiring, onboarding, workforce planning, performance management, and employee development. - Provide ongoing feedback and coaching to strengthen technical capabilities, operational effectiveness, and individual performance. - Plan team capacity and allocate resources to meet deployment schedules, customer needs, and service commitments. - Foster a culture of safety, accountability, customer focus, and continuous improvement. Deployment and Field Service Operations - Own field service operations across the customer lifecycle, including deployment readiness, robot commissioning, ongoing field service, maintenance, and break-fix support. - Oversee deployment and service execution to ensure work is completed safely, efficiently, and in accordance with established procedures and quality standards. - Manage service schedules, resource allocation, competing priorities, and escalations to meet customer needs and operational commitments. - Establish and maintain standard operating procedures for deployment execution, preventive maintenance, troubleshooting, service documentation, and issue escalation. - Monitor service performance and system reliability, gather key metrics and KPIs, identify recurring issues and operational risks, and implement improvements to service quality and efficiency. - Develop scalable processes and operating practices to support an expanding customer base and deployment footprint. Hands-On Technical Execution - Work directly with Deployment Specialists on customer site deployments, system commissioning, technical troubleshooting, and customer demonstrations or high-visibility events as needed. - Diagnose and resolve complex mechatronics, hardware, and software issues involving robotic systems in fast-paced customer environments. - Provide technical guidance and coaching to the team, building troubleshooting capabilities and consistent execution practices. - Lead complex escalations and partner cross-functionally with Engineering, Product, and Service teams to perform root cause analyses and resolve technical issues. - Ensure field learnings are documented and incorporated into troubleshooting guidance, training, and standard operating procedures. Ongoing Customer Service and System Reliability - Own ongoing customer-site service delivery following deployment, including maintenance, troubleshooting, and service escalation management. - Establish and monitor service performance measures, including system uptime, reliability, response times, and issue resolution, as appropriate to customer commitments and business needs. - Manage preventative and predictive maintenance schedules, part consumption, and order tracking to support high-uptime, high-reliability operation in customer facilities. - Manage customer service issues through resolution, ensuring clear communication, appropriate prioritization, and effective coordination of internal resources. - Identify recurring technical issues and service trends, partnering with Engineering and Product to drive root-cause analysis and long-term corrective actions. - Incorporate customer feedback and field performance data into service improvements, training, and operational planning. Cross-Functional Collaboration and Continuous Improvement - Partner with Engineering, Product, Operations, and other internal teams to improve system reliability, serviceability, deployment quality, and customer outcomes. - Communicate service performance, customer feedback, recurring issues, operational risks, and resource needs to relevant stakeholders. - Develop and track operational metrics to evaluate team performance, deployment effectiveness, service quality, and customer outcomes. - Identify opportunities to standardize workflows, improve documentation, and increase the efficiency and scalability of field service operations. Qualifications - 10+ years of experience in field service, technical operations, or robotics environments. - 5+ years of direct people management experience, including hiring, coaching, performance management, and employee development. - Strong hands-on technical troubleshooting skills, ideally involving complex hardware, software, or integrated systems. - Experience overseeing deployment execution and ongoing service delivery, including maintenance, resource planning, and issue escalation. - Ability to balance direct technical involvement with people leadership and accountability for operational outcomes. - Experience tracking operational performance, improving processes, and driving continuous improvement. - Strong customer communication and cross-functional collaboration skills. - Ability to prioritize effectively and make sound decisions in a fast-paced, evolving environment. - Willingness to travel extensively (up to 25-50%) to customer sites as needed to support deployments, service activities, and team operations. Preferred Qualifications - Experience in robotics, automation, industrial equipment, or other complex hardware and software environments. - Experience leading teams responsible for technical deployments and ongoing customer-site service. - Familiarity with system commissioning, preventive maintenance, reliability improvement, and root-cause analysis. - Experience developing service processes and performance measures in a growing organization. Success in This Role Success in this role will be measured by the ability to develop a high-performing Deployment Specialist team, execute safe and reliable deployments, maintain effective ongoing customer-site service, minimize avoidable downtime, resolve technical issues efficiently, and establish scalable field service operations that support Agility Robotics’ growth. This is a fully remote role with the option to work hybrid if a commutable distance from our Pittsburgh, PA office. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to: market location, job-related knowledge, skills, and experience. This range may change based on geographical location and may be modified in the future. Anticipated Base Salary Range $135,000—$211,000 USD Anticipated Base Salary Range $135,000—$211,000 USD In addition to base pay, our competitive total rewards package consists of the following for full-time employees: - 401(k) Plan: Includes a 6% company match. - Equity: Company stock options. - Insurance Coverage: 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees. - Benefit Start Date: Eligible for benefits on your first day of employment. - Well-Being Support: Employee Assistance Program (EAP). - Time Off: - Exempt Employees: Flexible, unlimited PTO and 12 company holidays, including a winter shutdown. - Non-Exempt Employees: 10 vacation days, paid sick leave, and 12 company holidays, including a winter shutdown, annually. - On-Site Perks: Catered lunches four times a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations. - Parental Leave: Generous paid parental leave programs. - Work Environment: A culture that supports flexible work arrangements. - Growth Opportunities: Professional development and tuition reimbursement programs. - Relocation Assistance: Provided for eligible roles. - Annual Discretionary Bonus: Provided for eligible roles. All of our roles are U.S.-based. Applicants must have current authorization to work in the United States. Agility Robotics is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices, including harassment. Therefore, it is the policy of Agility Robotics to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Agility Robotics prohibits any such discrimination or harassment. Agility Robotics does not accept unsolicited referrals from third-party recruiting agencies. We prioritize direct applicants and encourage all qualified candidates to apply directly through our careers page. If you are represented by a third party, your application may not be considered. To ensure full consideration, please apply directly.