Robotics Service Manager

Job description

Job Function: The Robotics Service Manager is responsible for leading the execution and continuous improvement of Stäubli Robotics service operations across North America. This is not just a coordination role—it is a leadership position focused on delivering world-class service experiences , optimizing team performance, and driving customer satisfaction. In the role you will oversee a team of service engineers, ensure operational excellence, and act as the guardian of our premium service standards. By combining technical expertise, customer focus, and business insight, you will play a key role in strengthening customer relationships and supporting long-term service growth. Reports to: Robotics Local Head of Services NA Responsibilities and Objectives: Lead Service Operations: Manage day-to-day service execution across North America, ensuring timely response, effective issue resolution, and consistent service quality. Develop and Lead the Team: Coach, support, and evaluate service engineers to build technical capability, accountability, and a strong customer-first culture. Drive Customer Satisfaction: Serve as an escalation point for complex service issues, communicate proactively with customers, and help ensure positive service outcomes. Maintain Operational Discipline: Ensure accurate, timely documentation of service visits, case activity, and follow-up actions in CRM and other business systems in line with company standards. Support Service Growth: Partner with commercial and technical teams to promote service offerings such as preventive maintenance, training, care programs, and spare parts solutions. Collaborate Cross-Functionally: Work closely with sales, applications, engineering, technical support, and supply chain teams to improve service delivery and customer experience. Oversee Parts and Resource Planning: Monitor spare parts usage, inventory needs, and service readiness to support efficient field operations and minimize downtime. Build Technical Capability: Identify training needs, support knowledge sharing, and help the team stay aligned with product updates, service procedures, and safety expectations. Manage Performance and KPIs: Track service metrics, financial performance, and operational trends; identify improvement opportunities and report results to leadership. Adheres to all safety, quality and environmental standards. Bachelor’s degree in Engineering, Mechatronics, Automation, Electrical, Mechanical, Manufacturing, or a related field; equivalent experience will also be considered 5+ years of experience in field service, technical service, engineering operations, or a related industrial environment 2+ years of leadership experience managing technical teams, field service personnel, or service operations Experience in robotics, industrial automation, mechatronics, electromechanical systems, or a comparable technical environment Strong troubleshooting, analytical, and problem-solving skills with the ability to support structured issue resolution Strong communication and customer management skills, including the ability to handle escalations professionally Ability to read and interpret technical documentation, including mechanical drawings, electrical diagrams, and service procedures Proficiency with Microsoft Office and experience using CRM, ERP, or related business systems Ability to travel up to 15% across North America as business needs require Preferred Qualifications: Experience managing service KPIs, budgets, utilization, or service-related financial reporting Knowledge of preventive maintenance programs, spare parts planning, and aftermarket service offerings Experience supporting customer-facing service organizations in industrial equipment, automation, or robotics businesses Physical Requirements : Periods sitting at a desk and working on a computer Must be able to lift, push, pull, and carry objects Must be able to lift up to 25 pounds at times Dexterity and accuracy as needed to operate equipment Work schedule: Willingness to travel as required both domestically and internationally (up to 15%) This position will report to the Duncan, SC office with flexible (hybrid) schedule after completion of 90 day training program. Stäubli Corporation is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Stäubli is a value driven technological solutions provider with four dedicated activities: Electrical Connectors, Fluid Connectors, Robotics and Textile. We strive for innovation and excellence and are market leaders in many industrial segments. Stäubli guarantees high quality, reliability, and performance - our strong basis for the trusted partnership with our customers worldwide.