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Service Operations Manager

Boston Dynamics is looking for an experienced Service Operations Manager.  In this role, you will grow a team to maintain and repair our incredible robots as we begin to deliver them to customers.  The ideal candidate will have broad experience in the service of complex electro-mechanical products fielded across the globe.  This is an exciting ground floor opportunity to expand your skills and gain valuable robotics experience.

As Boston Dynamic’s Service Operations Manager you will have these responsibilities:

Service Fielded Robots

  • Develop an effective service strategy that balances the needs of our customers and the resources available within the company.  
  • Repair and upgrade customer robots in a timely manner to maximize customer satisfaction
  • Arrange reverse logistics for robot returns or service personnel field repairs
  • Maintain quality standards by ensuring effective supervision and repair inspection
  • Create service documentation
  • Work with Sales to establish service contracts to match customer needs
  • Customer Training and Support
  • Ensure a smooth handoff of projects from the sales process to fulfillment
  • Commission new robots and robot infrastructure at customer sites
  • Train new users to become proficient in using robots safely
  • Upsell accessories to add capabilities to our robots that address customer’s applications

Product Improvement

  • Conduct surveys to assess customer satisfaction and identify improvement opportunities
  • Act as an agent for bug reports and feature requests between our customers and our product development department
  • Document chronic failures and work with product design engineers to correct issues
  • Team Management and Growth
  • Grow a team of talented, customer-centric Field Service Technicians to repair and maintain robots in the field
  • Administer safety and environmental programs in the service area

Requirements

  • 5+ years of experience managing a group of field service technicians
  • Must have experience diagnosing and repairing electro-mechanical and software control systems.  
  • Ability to implement and manage issue tracking systems such as Jira, Bugzilla, etc.
  • College degree in a technical field or equivalent practical experience

Additional Desired Experience

  • Experience creating or using scalable service databases to maintain a service history
  • Formal diagnostic or problem-solving training (automotive, industrial equipment, instrumentation)
  • Experience with OTA updates
  • Multilingual

Up to 25% travel including international

  • Must have a valid driver’s license and passport
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