Service Manager (US)

Starship Technologies is revolutionizing deliveries with autonomous robots. These robots are designed to deliver food, groceries, and packages across college campuses and neighborhoods in minutes. Starship has now completed millions of autonomous deliveries to date, traveled millions of miles and is currently doing more than 140k road crossings each day. Our contribution to society includes reducing congestion, and pollution, providing zero-emissions deliveries, increasing the quality of life for residents, empowering seniors and disabled people, and enabling affordable delivery for local businesses. 

Job Responsibilities:

• Process development and optimization: Design, implement, and continuously improve service processes to reduce robot repair time and improve quality.
• Responsible for hiring, building, and maintaining the enablement teams (Refurbishment team, Remote Assistant Engineers, Traveling Technicians, and Robot Technicians). This includes setting KPIs for the team and managing against those for your organization.
• Providing all tools/processes required to the service teams to enable them to execute the day-to-day tasks.
• Support inventory management initiatives and processes to improve stock accuracy, as well as provide feedback to supply chain leadership on areas of opportunity.
• Collaborating with the engineering team and improving the feedback loop between service/refurb and engineering teams regarding product performance, common issues, and suggestions for improvements.
• Lead and manage projects related to robot upgrades and reliability improvements.
• Communicates company goals, safety practices, new Standard Operating Procedures, and deadlines to the team. Responsible for ensuring that their team is adhering to these expectations.
• Motivates assesses performance, and drives improvement in team performance in partnership with HR to ensure that we are actively developing our team and continuously raising the performance bar.
• Helps to achieve company goals by owning daily KPI’s Fleet and Charger’s health, Jira tickets Quality, and transfer orders in the ERP system.
• Owns the standardization of the tools and equipment that robot techs utilize daily, including but not limited to ordering tools, implementing and maintaining 5S in our repair areas, and overall driving a sense of ownership within the team.
• Responsible for scheduling teams, approving timesheets, and addressing any concerns regarding adherence to time policies.
• Plays a key role in providing feedback and partnering with internal teams to improve internal tools and processes for the service team.
• Perform other duties and responsibilities as required or requested.
• Travel will be expected in this role up to 30% of the time domestically, with potential annual travel internationally.

We are looking for someone who is:

• Passionate for robots and innovative technologies.
• Previous experience as a team lead in service/ maintenance business, particularly in remote management settings.
• Good knowledge regarding mechanics and electronics.
• Proven work experience in enterprise technical support, service/ maintenance technician, or service engineer.
• Excellent client-facing skills.
• Fluent in English.
• Ability and willingness to travel.
• Good self-discipline.
• Experience in employee training.

Physical Requirements:

• Office work.
• Movement ability to frequent usage of wrists, hands and finger dexterity to movements such as constant typing.
• Occasional lifting of items with weight up to 70 lbs.