Head of Robotics Field Service

Who We Are:

At Formic, we’re on a mission to revolutionize American manufacturing and create more abundance in the world. We believe in continuing the American legacy of innovation by making automation accessible to all manufacturers and increasing their factory productivity by 10x. 

Built upon deep expertise in robotics and manufacturing, our unique full service automation solutions combine the best automation technology, software, and analysis tools for manufacturers with best in class uptime, support, and maintenance services. We are creating a new era of supercharged efficiency and competitiveness for US manufacturers.   As the world faces growing pressure from tariffs, rising costs, and labor shortages, Formic is uniquely positioned as the industry leading solution to overcome these challenges.  Fueled by our vision for a re-industrialized domestic supply chain, everything we do is aimed at growing “Made in America” products. And we’re growing fast - achieving 7x growth in production hours YoY.

Supporting us in our mission, with investments thus far totaling over $60 million, are backers including Lux Capital, Initialized Capital, Blackhorn Ventures, Mitsubishi HC Capital NA, and CEOs and founders of multiple Fortune 50 companies.

The Production Optimization Team is dedicated to ensuring both customer satisfaction and the seamless operation of our robots. Together, the the various sub teams, including Customer Success and Monitoring & Maintenance, work to maximize robot performance and provide ongoing support to guarantee a smooth and efficient user experience for our customers. The Robotics Maintenance Engineers works on the forefront of robotic automation using Formic’s suite of monitoring and diagnostic capabilities to guide preventative, corrective, and predictive maintenance activities across Formic’s growing fleet of deployed robotic cells. They work with a variety of robotic equipment and OEM’s, delivering innovative and value-add automation to our manufacturing sector customers. 

As our Head of Robotics Field Service you will lead our Field Service Engineers (FSEs), owning monitoring, performance, development, and operational excellence across our deployed fleet of robotic systems. You don’t need to be the most technical person in the room - but you must be technically fluent, customer-obsessed, and driven to build a high-performing, scalable team that delivers uptime and customer satisfaction. You will work cross-functionally with Customer Success, Continuous Improvement, Supply Chain, Solutions and Deployment Teams to carry out operations and glean insights for improvements and scalable growth.  You will also serve as an escalation point for complex customer-facing field issues.

In this role you will:

• Lead, manage, and develop a nationwide team of Robotics Field Service Engineers (FSEs)
• Foster a performance-driven culture with strong service ownership and urgency
• Coach team members on diagnostics, customer interaction, and problem-solving
• Scale the team through effective hiring, onboarding, and mentorship
• Oversee field execution of preventive, corrective, and predictive maintenance
• Drive compliance with safety procedures, LOTO standards, and operational SOPs
• Manage team scheduling, call routing and coverage, and coordination to meet service-level objectives
• Support high-priority troubleshooting alongside engineers when necessary
• Ensure team maintains proficiency in robotics platforms (Fanuc, ABB, Yaskawa, Doosan, etc.), PLCs, HMIs, pneumatics, and conveyors
• Implement root cause analysis reviews and systemic issue identification
• Own and evolve field playbooks, documentation, and service protocols
• Partner with internal stakeholders on improvements to CMMS, spare parts tracking, and maintenance data
• Ensure the team executes on operational KPIs for the field service team.

What makes you a great fit:

• 10+ years of experience in field service or maintenance, ideally in automation, robotics, or industrial systems
• 5+ years of experience in a people management position, leading direct reports
• Technically fluent in robotic and automation platforms; comfortable interpreting schematics and engaging on troubleshooting topics
• Proven ability to lead, coach, and grow technical teams
• Strong organizational and communication skills - email, phone, field reports, and cross-team dialogue
• Experience with CMMS (e.g. MaintainX, FIIX, UpKeep, etc.) and workforce routing tools
• Comfortable with 20~30% travel (domestic)

Bonus points if you have:

• Background in high-speed manufacturing, packaging, or C