Service Operations Manager, Robotics at Agile Robots

Description

Agile Robots is a global leader in industrial and humanoid robotics, integrating advanced machine learning and robotic vision to redefine the future of work. Headquartered in Munich with a global workforce of 2,500+, we are now establishing our North American footprint. This is a rare opportunity to join as a foundational member of our US team, shaping the culture and operations of our Silicon Valley Headquarters.

We are looking for a high-impact Service Operations Manager to lead the commissioning and day-to-day management of our new US-based Robotics Service, Repair, and Test Center. This role is a unique hybrid of strategic facility leadership and technical "working lead" execution. You will be responsible for building the team, setting up the physical workspace, and ensuring our logistics and repair standards align with our global corporate requirements.

Facility & Team Leadership

• Facility Commissioning: Lead the full setup and commissioning of the new US site, serving as the hub for robot inventory, spare parts, and specialized service activities.
• Talent Acquisition: Actively participate in the recruitment, interviewing, and technical vetting of Robot Service and Repair Technicians and Field Service Engineers (FSEs).
• Training & Development: Create and execute comprehensive onboarding and technical training programs to ensure all staff are equipped to meet high performance standards.

Service, Repair, and SOP Management

• SOP Architecture: Author and maintain Standard Operating Procedures for robot service, testing, and quality control, ensuring strict compliance with our global company standards.
• "Working Lead" Execution: Set the pace for the team by performing hands-on robot diagnosis, service, and repair alongside technicians to ensure quality and efficiency.
• Operational Flow: Oversee the end-to-end movement of robots and components through the facility, from initial receiving and diagnosis to final testing and dispatch.
• Asset Management: Manage the specialized tools, diagnostic test equipment, and workshop supplies required for high-precision robotic repair.

Logistics & SAP Integration

• System Implementation: Establish the physical storage protocols and digital tracking systems for finished robots and spare parts within the warehouse.
• Global SAP Management: Partner closely with HQ IT and Logistics teams to integrate the Petaluma facility into our global SAP platform for spare parts inventory management.
• Fulfillment Excellence: Ensure 100% inventory accuracy and manage the picking, packing, and shipping processes for both customer service requests and sales orders.

Customer & Technical Support

• Collaborate with the Customer Service and Technical Support staff to ensure seamless communication and escalation paths for technical issues.
• Provide advanced technical expertise and support to the team and key customers when complex issues arise.

Requirements

• Candidate Profile
• The "Player-Coach" Mentality: You are as comfortable in an SAP dashboard or a boardroom as you are with a multimeter and a diagnostic terminal.
• Technical Expertise: Proven experience in robot diagnosis and repair, with the ability to teach these skills to others.
• Systems Savvy: Direct experience managing inventory and warehouse operations within a global SAP environment.
• Leadership: A track record of building technical teams and maintaining high morale in a fast-paced service environment.
• 10+ years of experience in operations management, logistics, or service management within a technical, manufacturing, or robotics environment is highly preferred.
• Hands-on technical experience with complex electromechanical systems, robotics, or automation equipment.
• Proven track record of setting up new facilities or launching new operational departments from the ground up.
• Strong experience with Enterprise Resource Planning (ERP) systems, specifically with SAP inventory and warehouse management modules.
• Demonstrated ability to develop, implement, and enforce technical Standard Operating Procedures.
• Excellent leadership, communication, and interpersonal skills to manage a growing technical team and interact with HQ stakeholders.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package, including health, dental, vision insurance, and 401k.
• Generous paid time off and paid holidays.
• Opportunities for professional development and continuous learning in cutting-edge robotics technology.