Service Manager, Robot Technicians

<div class="content-intro"><p class="p1">Figure is an AI robotics company developing autonomous general-purpose humanoid robots. The goal of the company is to ship humanoid robots with human level intelligence. Its robots are engineered to perform a variety of tasks in the home and commercial markets. Figure is headquartered in San Jose, CA.</p></div><p>Figure is an AI robotics company developing autonomous general-purpose humanoid robots. The goal of the company is to ship humanoid robots with human level intelligence. Its robots are engineered to perform a variety of tasks in the home and commercial markets. Figure is headquartered in San Jose, CA.</p> <p>We are looking for a Service Manager to lead the team of technicians who diagnose, repair, and maintain our humanoid robots. You'll own day-to-day service operations, develop a high-performing technical team, and act as the voice of service quality for customers and engineering. This role is for a hands-on leader who wants to build a service business from the ground up as humanoids move into real-world deployment.</p> <p><strong>Responsibilities</strong>:</p> <ul> <li>Service Operations: Lead daily service and repair operations, prioritizing work to maximize robot uptime and turnaround time across internal fleets and customer deployments.</li> <li>Team Leadership: Hire, train, and mentor robot service technicians. Give regular feedback, build career paths, and set the standard for technical excellence.</li> <li>Safety &amp; Quality: Champion safety, quality, and efficiency in every repair. Build and enforce procedures for working on high-voltage, battery, and actuated systems.</li> <li>Customer Experience: Represent Figure to internal and commercial customers. Exceed their expectations, monitor service trends, and create standards and processes that raise the overall service experience.</li> <li>Metrics &amp; Process: Drive service KPIs including uptime, mean time to repair, first-time fix rate, cost, and parts usage. Use Lean or similar methods to make complex workflows run better.</li> </ul> <p><strong>Requirements</strong>:</p> <ul> <li>Bachelor's degree or equivalent experience.</li> <li>5+ years of experience in a service-focused, field service, technical repair, or manufacturing environment, with 2+ years leading technician teams.</li> <li>Proven track record running service operations in a fast-paced, technology-driven environment with customer-facing responsibilities.</li> <li>Experience running complex processes using Lean or other continuous improvement techniques.</li> <li>Strong grasp of business metrics and the ability to drive results in productivity, quality, and cost.</li> <li>Excellent written and verbal c