Sr. Manager Product Service and Support

The role

Lead field service and support for Dexterity's Mech robotic systems at customer sites. Diagnose and repair hardware issues, manage warranty claims and spare parts, and run retrofits and upgrades.

What you will do

• 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 with support and service teams
• Collaborate with Applications Support on issues related to hardware triggers or sensor data
• Maintain 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 design and serviceability
• Train field personnel and integrators on hardware handling, calibration, and troubleshooting
• Create or contribute to service manuals, troubleshooting trees, and repair guides
• Lead New Product Introduction field deployments and meet customer KPIs

Required qualifications

• Bachelor's degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or a related field
• 8+ years of progressive experience in product support, field service, robotics, or technical operations
• 3+ years of direct people-management experience leading technical teams
• Experience hiring, mentoring, developing, and evaluating technical employees
• Experience developing service strategies, operational roadmaps, and improvement initiatives
• 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)
• Ability to read schematics, wiring diagrams, and mechanical drawings
• Experience managing spares, executing RMAs, and coordinating with supply chain or service teams
• Physical ability to perform service tasks in warehouse environments, including lifting and calibration

Nice to have

• 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 (MTTR, MTBF)

Before you apply

• Requires a physical ability to work in warehouse conditions, including standing, walks, lifting and equipment access

About the company

Dexterity builds full-stack robotics systems that pick, move, and pack goods, starting with warehouse automation. The company is backed by Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures.