Senior Manager, Field Services

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Powered by LocusONE, an AI-driven platform, our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease.

Trusted by over 150 industry leading retail, healthcare, 3PL, and industrial brands in over 350 sites worldwide, Locus enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity. Our industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness without the burden of significant capital investments. With proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out—Locus Robotics empowers businesses to meet peak demands and adapt to ever-changing operational needs.

The Senior Manager, Field Services will lead the transformation of service operations for cutting-edge autonomous mobile robots (AMRs) across North America. This is a player-coach role that requires a hands-on, roll-up-your-sleeves approach, leading the team while stepping in to support field operations, resolve issues, and drive execution when needed.

This is a hybrid role based out of our Wilmington, MA headquarters and requires 40-60% travel across the U.S., Canada, and Mexico.

Responsibilities

• Lead and develop a team of field service technicians and external partners to support fleet performance across all sites.
• Execute field service operations focused on uptime, efficiency, and cost control.
• Own technician scheduling, dispatching, and regional coverage to improve response times and reduce travel.
• Standardize workflows and leverage tools (e.g., Salesforce Service Cloud) to manage cases, escalations, and fleet health.
• Standardize field service processes across North America (dispatch, PM programs, parts management, and repair workflows) while aligning with global best practices to drive consistency, scalability, and predictable fleet performance.
• Track and report KPIs including uptime, repair cycle time, and technician productivity; drive continuous improvement.
• Manage parts, inventory, and RMAs to ensure timely and cost-effective repairs.
• Partner with Product and Engineering to identify failure trends and support root cause analysis.
• Support service readiness for new site launches, including staffing, training, tooling, and PM execution.
• Act as a key escalation point for service issues and ensure consistent execution across sites.
• Implement proactive service initiatives to reduce downtime and improve customer outcomes.
• Enforce standardized quality and safety procedures across all field activities.
• Collaborate cross-functionally (CS, Deployment, Engineering) to align field support with site performance needs.
• Leverage field data and insights to improve service execution and reduce repeat issues.

Qualifications

• Bachelor’s degree in Engineering, Operations, or a related field.
• 5+ years of experience in field services, technical operations, or support; robotics, automation, AMR/AGV, or material-handling experience preferred.
• 3+ years leading or mentoring field technicians (formal or informal leadership experience acceptable).
• Experience supporting field service operations, including scheduling, dispatch, PM programs, and parts management.
• Strong understanding of electromechanical systems and troubleshooting in industrial or warehouse environments.
• Experience with Salesforce Service Cloud / Field Service (workflows, queues, escalations, reporting).
• Ability to support high-travel teams, optimize routing, and balance regional workloads.
• Strong customer-facing skills with experience handling escalations and driving resolution.
• Data-driven mindset with understanding of KPIs, productivity metrics, and cost drivers.
• Strong communication skills with the ability to work across teams and with customers.
• Proficient English communication skills, both written and verbal, with the ability to engage diverse audiences effectively.

Additional Information  

Locus Robotics is an Equal Opportunity Employer.

The expected base salary range for this role is $140K to $190K annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions.

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