Service Manager, North America - Mobile Robotics

Position Summary

The Service Manager NA is ultimately accountable for the aftermarket services business and the field technician population for the Mobile Robotics Solutions business in North America.

This role will involve interface with the solutions, products, and contract manufacturing businesses to maintain service quality and service excellence while completing services on the installed system base of the mobile robotics business.

Duties & Responsibilities

SERVICES PLANNING AND EXECUTION :

• Develop plans, budgets, and forecasts for the customer facing aftermarket services delivery.
• Manage identification, business development, relationship management and sales of AMS activities.
• Manage spare parts businesses and spare parts demand & inventory planning.
• Manage warranty repairs and activities.
• Monitoring of the installed customer base for trends and issues.
• Monitor product obsolescence and communications to customers with similar install base.
• Coordinate customer delivery of lower complexity or smaller scope service projects within the AMS space (on installed systems).

OPERATIONAL OVERSIGHT, RISK MANAGEMENT :

• Lead service quality and service excellence practices.
• Lead the field technician population and support people allocation to projects and deliveries based on solution requirements.
• Coordinate project assignments with solutions delivery businesses.

BUSINESS DEVELOPMENT & COMMUNICATIONS :

• Target and maintain customer relationships externally for the installed base.
• Implement a communications and brand strategy for internal and external stakeholders.

TEAM LEADERSHIP :

• Cultivate, motivate, and incentivize a high-performing services team.
• Coach, mentor, and develop people in all roles and steward succession planning.

CONTINUOUS IMPROVEMENT :

Foster consistency and training in the technician population.

KEY INTERFACES AND DECISION POINTS :

• Delineation of project types for complexity and scope of work on installed systems.
• Allocation of technical resource to projects.
• Budgeting & Planning.
• Priority setting across for After Sales Services.
• Consulted on account management, roofline, deal execution, commercial pricing strategy, and delivery team staffing requirements.

IDEAL CANDIDATE PROFILE AND SKILL AREAS :

• Strong business and technical acumen and related industry experience.
• Successful track record in managing high growth environments (revenue and margin) as well as innovation incubator activities.
• Motivated and transformational leader with excellent leadership skills; track record in hiring, managing, and motivating high-performance teams.

Qualifications

REQUIRED

• Bachelor’s degree in engineering or related field or equivalent combination of education and experience.
• Experience working in businesses operating under ASTM F-24 and ASCE-2121 codes and standards preferred.
• 8-10 years of experience in Commercial / Engineering / Technical Roles; Previous exposure to P&L accountability, commercial activities, and management principles.
• Experience with a robotics and automation business, where combination of products and systems integrations experience is preferred.
• Exposure to mobility, robotics, work in businesses with combined manufacturing and services activities and multiple commercial models;

experience working in incubation business environments at a startup or within an innovation division of a larger corporation.