Senior Manager Product Service and Support

You will serve as the field technical lead for Mech deployments and ongoing operations. You will diagnose hardware and system issues, perform repairs and upgrades, manage spares, warranty actions, and RMAs, and validate retrofits. You will create service documentation, tune monitoring, train field personnel, and provide engineering feedback from customer sites.

Responsibilities

• Lead field technical activities for product deployments and steady-state operations
• Diagnose root causes of hardware and system issues using diagnostics, logs, and testing
• Perform repairs, replacements, and upgrades
• Investigate application issues related to hardware triggers and sensor data
• Manage site spares, part replacements, warranty workflows, and RMAs
• Execute retrofits and validate system performance
• Document issue trends and provide design and serviceability feedback
• Train field personnel and integrators on hardware handling, calibration, and troubleshooting
• Create service manuals, troubleshooting trees, and repair guides
• Tune alerting rules, dashboards, and anomaly-detection models
• Provide on-site support during go-live, upgrades, and chronic issue investigations

Requirements

• Bachelor's degree in Mechanical, Electrical, Mechatronics, Industrial Engineering, or a related field
• 3+ years of field service, product support, or hardware debugging experience in robotics, automation, or complex electromechanical systems
• Troubleshooting skills across electromechanical systems, pneumatics, drives, sensors, and industrial robotics
• Linux command-line, log-analysis, and basic Python or SQL debugging skills
• Experience managing spares, RMAs, and service coordination
• Ability to read schematics, wiring diagrams, and mechanical drawings
• Ability to perform service tasks in warehouse environments
• Ability to work extended hours or on-call rotations for high-severity incidents