Field Technician Manager

AMP Robotics is a pioneer and industry leader in artificial intelligence (AI), robotics, and infrastructure for the waste and recycling industry. We’re working to reimagine and actively modernize recycling by applying AI and automation to increase recycling rates and economically recover recyclables reclaimed as raw materials for the global supply chain. We build and deploy cutting-edge technology solutions that solve many of the central challenges of recycling to make it more efficient, cost-effective, scalable, and sustainable. 

Headquartered in Louisville, Colorado, the Denver Post named AMP one of the 2021 Top Workplaces in Colorado. We’re fostering an environment where talented, driven individuals can grow and create impact. We seek unconventional thinkers to join our mission to enable a world without waste; at AMP, your contributions have meaning and can spur change. With backing from top-tier investors and national recognition including Fortune’s Impact 20, Fast Company’s Most Innovative Companies, and Forbes’ most promising AI companies, we’re always seeking ways to better our operations, raising the bar on innovation, and looking to collaborate and improve each day in what we do. Learn more at AMPRobotics.com.

AMP Robotics is hiring a Field Technician Manager out of our Louisville, CO office on a hybrid schedule. 

This person will be responsible for managing a nimble team of Field Technicians as they install robots, train customers, diagnose product performance issues, repair damaged equipment, and build service relationships with high value partners. This role reports to the Director of Global Operations and should have previous experience scaling high functioning teams, working in a field engineering environment, and interfacing directly with multiple levels of internal and external partners.  The ideal candidate will have proven leadership ability, a knack for defining Service team best practices (with buy-in), and a flexible problem solver.  Success in this role looks like the following:

1. Maintaining high customer NPS.
2. Scaling supported devices with minimal personnel and resource scaling
3. Ensuring field personnel are holistically supported when working challenging problems in difficult environments

This position can expect up to 50% travel and may require some on-call work to assist customers and teammates install, maintain, troubleshoot, and repair equipment. 

As our Field Technician Manager, in the first few months you will work to:

• Meet the team you will be managing, working side by side to understand their successes, needs, and areas of improvement.
• Work directly on an AMP robot installation to learn design philosophies, features, and functionality; as well as understand the challenges of remotely supporting equipment around the world.
• Participate in multiple AMP device commissions to understand the software and hardware puzzle pieces that fit together to ship a quality product.
• Learn to use AMP’s cutting edge, proactive maintenance tools to diagnose system issues.
• Learn to calibrate, operate, and troubleshoot AMP Robotics products and internal tools.
• Meet with internal AMP resources - experts in the field of machine learning, software development, and recycling economics - gaining an understanding of AMP’s capabilities and how they align with customer needs.

In the longer term, you will:

• Review and create AMP Service SOPs, providing suggestions for improvement and accountability.  Produce a 30, 60, and 90 day plan to improve the response efficiently of the AMP Field Service Team.
• Elevate Field Service Technician team skill-sets through inter-departmental training and fieldwork + ticket audits.
• Drive towards a proactive service mindset - expanding proactive notification capabilities and team response plans to these notifications.
• Implement service feedback monitoring, leveraging currently available tooling to provide reports on AMP equipment, customer feedback, and team challenges.
• Participate in both internal and external customer success conversations as the voice of advocacy for our customer.
• Work with Field Service Technicians and Site Reliability Engineers to identify areas of high customer risk and to create mitigation plans.
• Manage and execute large-scale site visit plans based on service contracts and agreed maintenance terms.
• Close the engineering feedback loop by managing a team to systematically report unique, high-frequency service requests, performance concerns, or hardware failures.
• Guide the transition process from installation to service through technical communication with internal teams and take-over-certificate review.
• Manage the expanding AMP service