Sr. Manager Product Service and Support

Physical & Work Environment

• Location: Redwood City, CA. Office desk-based tasks and lab-floor testing.
• This position requires extended deployment to customer locations,with up to 30% of time spent stationed on-site. 
• On-site assignments will involve warehouse conditions (temperature variations, industrial noise) and prolonged standing or walks.
• Assignments may span several weeks or months and are intended to minimize frequent travel by establishing a consistent presence at the customer site.

Core Outcomes

• New Product Introduction: Ensure successful field deployment of new products by driving pilot execution, resolving early issues, and meeting customer KPIs.
• Reliable Operations: Maintain high Mech system uptime by diagnosing root causes and executing rapid, durable fixes in the field.
• Hardware Intelligence: Lead issue triage across electrical, mechanical, and electromechanical subsystems with support from HQ engineering.
• Lifecycle Stewardship: Own warranty actions, spare part tracking, retrofit execution, and RMA processing for your assigned sites.
• Collaborative Support: Partner with Application Support and TAC to troubleshoot complex cross-domain issues.
• Customer Confidence: Act as the face of Dexterity Engineering in the field—resolving chronic issues and maintaining long-term system health.
• Operational Excellence: Reduce repeat incidents by authoring runbooks, knowledge base articles, and automated diagnostics.
• Customer Trust: Become the named technical point-of-contact for one or more strategic sites.
• Engineering Feedback Loop: Deliver actionable bug reports and reproducible cases that accelerate root-cause analysis.
• Field Team Enablement: Provide real-time support and tooling guidance to product and hardware services teams at pilot and production sites.

Key Responsibilities

• Serve as the field technical lead for Mech product deployments and steady-state operations
• Own root-cause analysis of hardware and system issues using field diagnostics, logs, and hands-on testing
• Perform repair, replacement, and upgrade activities in coordination with the support and service teams
• Collaborate with Applications Support to investigate application issues related to hardware triggers or sensor data
• Maintain accurate site-level spares, log part replacements, and manage warranty workflows and RMAs
• Execute retrofit procedures and validate system performance after changes
• Document issue trends and create feedback loops to improve future design and serviceability
• Train field personnel and integrators on proper hardware handling, calibration, and troubleshooting techniques
• Create or contribute to service manuals, troubleshooting trees, and repair guides
• Proactive Monitoring — Tune alerting rules, dashboards, and anomaly-detection models; perform trend analysis to prevent outages.
• Field Residency — Embed on customer site during go-live, major upgrades, or chronic issue hunts. 
• Continuous Improvement Projects — Partner with Product Engineering on hardware improvements. 
 

Core Skills & Experience

• Strong troubleshooting skills across electromechanical systems, pneumatics, drives, sensors, and industrial robotics
• Comfort with Linux command line, log analysis, and basic application debugging (Python/SQL)
• Familiarity with tools like Jira, Zendesk, and knowledge base platforms
• Experience managing spares, executing RMAs, and coordinating with supply chain or service teams
• Ability to read schematics, wiring diagrams, and mechanical drawings
• Self-starter mindset, with ability to lead service actions under ambiguous field conditions
• Strong communication skills to clearly explain findings and collaborate across functions
• Familiarity with support tools and observability platforms (e.g., Grafana, Kibana, Foxglove, ArgoCD).
• Self-starter mindset with a willingness to take ownership in ambiguous environments
• Bias for Action — sense of urgency in production environments; willingness to “own the ticket” until closure.

Nice-to-Have, Role-Specific Strengths

• Experience supporting warehouse robotics or industrial automation systems
• Familiarity with EtherCAT, Beckhoff, or Elmo servo drive systems
• Prior field service engineering or hardware NPI commissioning experience
• Experience developing or maintaining diagnostic tooling
• Knowledge of application-layer debugging, especially for real-time systems
• Understanding of reliability modeling, FMEA, or service metrics (e.g., MTTR, MTBF)

Qualifications

• Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field
• 3+ years in field service, product support, or hardware debugging roles in robotics, automation, or complex electromechanical systems
• Physical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibration
• Comfortable working extended hours or on-call rotations for high-severity incidents.