[Hiring] Field Service Manager @Aniai, Inc

Role Description

We are looking for a rock-star Field Service Manager (FSM) to build the field service team from the ground up. You will come in with some ready-to-go playbooks from our team in Korea, but we’re expecting you to bring rich experience in leading installations and maintenance for high tech machines, training and managing external service technicians, and building processes and infrastructure for how the team operates.

You will manage our Field Service Engineers (FSE) from day one, and you will become the go-to expert for our customers and internal teams, lending your knowledge and skillset to optimize performance, provide technical support and education, and deliver exceptional customer service.

• Customers
  • Deployments: Install Alpha Grill in customer sites, ensuring proper configuration and calibration for optimal performance.
  • User Training: Provide comprehensive training and guidance to customers on how to use Alpha Grill and what common issues they can self-resolve.
  • Maintenance: Monitor Alpha Grill performance KPIs, identify areas of improvement, and promptly address customer concerns or issues. Troubleshoot issues remotely or conduct site inspections as needed. Carry out repairs, ensuring we meet standard service level agreements set.
• Service Providers & Technicians
  • Trainings: Develop and lead training programs for onboarding 3rd party service technicians.
  • Service Network Dispatch: Manage nationwide service network and dispatching service calls to appropriate technicians.
  • SLA Management: Ensure service technicians meet SLAs and provide escalation training and response support when technicians do not achieve desired targets.
• Team Infrastructure
  • Field Service Playbook: Build the team playbook, creating and managing KPIs against standard installation processes, site visits and general service calls.
  • Service Manual: Build our first service manual, creating a comprehensive document which serves as the technical resource for all technicians.
• Miscellaneous
  • Demo Unit Maintenance: Support our test kitchens and tradeshows with technical deployment setup and assistance.
  • Product Recipe Testing: Support sales team by testing recipes coming from potential and existing customers on the Alpha Grill.
  • Other: We’re a growing team! There will be plenty of opportunities to support other initiatives, including growth plans, user guides and manuals, etc.

Qualifications

• Love burgers. What is your favorite burger? We want to know!
• Communicate effectively and love cross-collaborative efforts.
• Have a hustle mentality, solve problems and act quickly.
• (Bonus) Have experience in early-stage startups.
• (Bonus) Have experience in robotics, kitchen equipment manufacturing, or restaurants.
• (Bonus) You want to work out of our NYC HQ.

Requirements

• Have made incredible impacts in their prior experience, roughly 5+ years in Field Service.
• Have trained and led field service teams, including managing external technician networks nationwide.
• Deep experience building 0-1 processes and playbooks.
• Some experience or general awareness of managing P&L for the field service team.
• Be top tier communicators, able to convey technical concepts to non-technical audiences.
• Travel at least 50% to customer locations across the United States.
• Solve problems every day and have a knack for finding creative solutions.
• Be organized in their approach to customer deployments and maintenance.
• (Bonus) Have experience in deploying and servicing robotic products!
• (Bonus) Have an engineering degree or understand deep mechanical issues.

Benefits

• Compensation at $80-100k based on prior experience.
• Meaningful Equity.
• 100% Covered Top-Tier Medical, Dental & Vision insurance.
• 15 Days PTO + 5 Paid-Sick Days + 8 Company Holidays.
• NYC HQ Loft with free coffee, snacks, drinks and more!
• Apple Macbook + other equipment necessary to do the job.
• Team bonding activities.
• Access to Alpha Grill, and we guarantee plenty of food!