Service Manager, Robot Technicians

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

Lead daily service and repair operations, prioritizing work to maximize robot uptime and turnaround time across internal fleets and customer deployments; Hire, train, and mentor robot service technicians, give regular feedback, build career paths, and set the standard for technical excellence; Champion safety, quality, and efficiency in every repair, and build and enforce procedures for working on high-voltage, battery, and actuated systems; Represent Figure to internal and commercial customers, monitor service trends, and create standards and processes that raise the overall service experience; Drive service KPIs including uptime, mean time to repair, first-time fix rate, cost, and parts usage, and use Lean or similar methods to improve complex workflows

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

Nice to have

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