EV.Careers is currently seeking a direct-hire Senior Manager, Product Service and Support for one of our partners, a fast-growing company building full-stack robotic systems that are already running in production at customer sites nationwide. In this position, you will own the service and support function end to end for their robots in the field: leading on-site diagnostics and repairs, standing up the service processes and team from the ground up, and keeping mission-critical systems running for their customers.
This is a hands-on leadership role for someone who still loves the fieldwork. You will be the technical lead on customer floors and the person who builds the service organization, not a desk manager handing a process to someone else to run.
Responsibilities
- Serve as the field technical lead for robotic deployments and steady-state operations, owning root-cause analysis across electrical, mechanical, and software subsystems.
- Perform and lead diagnostics, repairs, replacements, retrofits, and system-performance validation at customer sites.
- Build and own the service function: preventive and corrective maintenance programs, service-request and ticketing workflows, spares tracking, warranty and RMA processes, runbooks, and knowledge-base content.
- Lead and develop a service team of five to ten, including hiring, mentoring, and training field personnel.
- Partner with Application Support and core Engineering, and deliver actionable bug reports and reproducible cases that feed product improvements.
Required Qualifications
- Strong hands-on troubleshooting across electromechanical systems, drives, sensors, and industrial or robotic hardware.
- Proven experience building service processes from the ground up (preventive and corrective maintenance, service requests, warranty/RMA, documentation).
- 3+ years directly managing and developing technical teams, plus 8+ years in product support, field service, robotics, or technical operations.
- Willingness and ability to travel nationwide and deploy on-site for extended periods (roughly 30 to 50% of the time, including multi-week assignments).
- Comfortable in warehouse and lab-floor environments, including equipment access, lifting, and calibration.
Preferred Qualifications
- Experience supporting warehouse robotics, material handling, or industrial automation systems.
- Familiarity with servo drives and controls (EtherCAT, Beckhoff, or Elmo) and the ability to read schematics and wiring diagrams.
- Comfort with Linux command line, log analysis, and basic scripting (Python or SQL), plus observability tools such as Grafana, Kibana, or Foxglove.
- NPI or commissioning experience, and familiarity with reliability metrics (MTTR, MTBF) or FMEA.
- Experience with ticketing and knowledge-base tools (Jira, Zendesk).
Benefits
- Competitive base salary in the range of $150,000 to $180,000, depending on experience.
- Equity grants and a full benefits package.
- A rare chance to build and own a service organization from the ground up at a high-growth robotics company, with real influence on product and reliability.
