Service Manager, Robot Technicians
Generate a McCoy IQ challenge in 30 seconds.
See how candidates think and approach the work this role demands, before the phone screen. We'll build a video challenge from this posting, and you can edit or share it before it goes live.
Key details
Why this role is notable
The work itself is managing a team that diagnoses, repairs, and maintains general-purpose humanoid robots deployed in homes and commercial settings. Field service for robots of this kind barely existed before recent humanoid development, so the job category is new even though the role resembles a service manager.
Job Description
Figure is an AI robotics company developing autonomous general-purpose humanoid robots. The goal of the company is to ship humanoid robots with human level intelligence. Its robots are engineered to perform a variety of tasks in the home and commercial markets. Figure is headquartered in San Jose, CA.
Figure is an AI robotics company developing autonomous general-purpose humanoid robots. The goal of the company is to ship humanoid robots with human level intelligence. Its robots are engineered to perform a variety of tasks in the home and commercial markets. Figure is headquartered in San Jose, CA.
We are looking for a Service Manager to lead the team of technicians who diagnose, repair, and maintain our humanoid robots. You'll own day-to-day service operations, develop a high-performing technical team, and act as the voice of service quality for customers and engineering. This role is for a hands-on leader who wants to build a service business from the ground up as humanoids move into real-world deployment.
Responsibilities:
- Service Operations: Lead daily service and repair operations, prioritizing work to maximize robot uptime and turnaround time across internal fleets and customer deployments.
- Team Leadership: Hire, train, and mentor robot service technicians. Give regular feedback, build career paths, and set the standard for technical excellence.
- Safety & Quality: Champion safety, quality, and efficiency in every repair. Build and enforce procedures for working on high-voltage, battery, and actuated systems.
- Customer Experience: Represent Figure to internal and commercial customers. Exceed their expectations, monitor service trends, and create standards and processes that raise the overall service experience.
- Metrics & Process: Drive service KPIs including uptime, mean time to repair, first-time fix rate, cost, and parts usage. Use Lean or similar methods to make complex workflows run better.
Requirements:
- Bachelor's degree or equivalent experience.
- 5+ years of experience in a service-focused, field service, technical repair, or manufacturing environment, with 2+ years leading technician teams.
- Proven track record running service operations in a fast-paced, technology-driven environment with customer-facing responsibilities.
- Experience running complex processes using Lean or other continuous improvement techniques.
- Strong grasp of business metrics and the ability to drive results in productivity, quality, and cost.
- Excellent written and verbal communication skills, with the ability to align technicians, engineers, and customers.
- Low-ego, team-first leadership style with a pragmatic, can-do approach to problem-solving under pressure.
- Valid driver's license, and the ability to travel to customer sites as needed.
Bonus Qualifications:
- Robotics, EV, aerospace, or industrial automation service experience.
- Hands-on experience troubleshooting electromechanical systems, motors and actuators, batteries, sensors, or embedded electronics.
- Experience standing up a new service organization, field service program, or repair depot.
