Sr. Manager Product Service and Support

Job description

At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work. We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible?Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality! About the Role As a Product Support Engineer, you will be the primary field engineer responsible for ensuring reliable operations of Dexterity’s Mech systems at customer sites. This role bridges hardware, systems integration, and field operations with ownership of diagnostics, repairs, retrofits, and lifecycle service actions. You’ll lead on-site investigations, coordinate fixes, and interface tightly with both our Application Support team and core Engineering. You will also manage warranty claims, track spares, and implement retrofits and system upgrades. Success in this role means hands-on operational excellence, a deep understanding of Physical AI systems, and the ability to communicate clearly with both technical teams and operations leaders. ### Physical & Work Environment - Location: Redwood City, CA. Office desk-based tasks and lab-floor testing. - This position requires extended deployment to customer locations, **with up to 30% of time spent stationed on-site.** - On-site assignments will involve warehouse conditions (temperature variations, industrial noise) and prolonged standing or walks. - Assignments may span several weeks or months and are intended to minimize frequent travel by establishing a consistent presence at the customer site. ### Core Outcomes - New Product Introduction: Ensure successful field deployment of new products by driving pilot execution, resolving early issues, and meeting customer KPIs. - Reliable Operations: Maintain high Mech system uptime by diagnosing root causes and executing rapid, durable fixes in the field. - Hardware Intelligence: Lead issue triage across electrical, mechanical, and electromechanical subsystems with support from HQ engineering. - Lifecycle Stewardship: Own warranty actions, spare part tracking, retrofit execution, and RMA processing for your assigned sites. - Collaborative Support: Partner with Application Support and TAC to troubleshoot complex cross-domain issues. - Customer Confidence: Act as the face of Dexterity Engineering in the field—resolving chronic issues and maintaining long-term system health. - Operational Excellence: Reduce repeat incidents by authoring runbooks, knowledge base articles, and automated diagnostics. - Customer Trust: Become the named technical point-of-contact for one or more strategic sites. - Engineering Feedback Loop: Deliver actionable bug reports and reproducible cases that accelerate root-cause analysis. - Field Team Enablement: Provide real-time support and tooling guidance to product and hardware services teams at pilot and production sites. ### Key Responsibilities - Serve as the field technical lead for Mech product deployments and steady-state operations - Own root-cause analysis of hardware and system issues using field diagnostics, logs, and hands-on testing - Perform repair, replacement, and upgrade activities in coordination with the support and service teams - Collaborate with Applications Support to investigate application issues related to hardware triggers or sensor data - Maintain accurate site-level spares, log part replacements, and manage warranty workflows and RMAs - Execute retrofit procedures and validate system performance after changes - Document issue trends and create feedback loops to improve future design and serviceability - Train field personnel and integrators on proper hardware handling, calibration, and troubleshooting techniques - Create or contribute to service manuals, troubleshooting trees, and repair guides - Proactive Monitoring — Tune alerting rules, dashboards, and anomaly-detection models; perform trend analysis to prevent outages. - Field Residency — Embed on customer site during go-live, major upgrades, or chronic issue hunts. - Continuous Improvement Projects — Partner with Product Engineering on hardware improvements. ### Core Skills & Experience - Strong troubleshooting skills across electromechanical systems, pneumatics, drives, sensors, and industrial robotics - Comfort with Linux command line, log analysis, and basic application debugging (Python/SQL) - Familiarity with tools like Jira, Zendesk, and knowledge base platforms - Experience managing spares, executing RMAs, and coordinating with supply chain or service teams - Ability to read schematics, wiring diagrams, and mechanical drawings - Self-starter mindset, with ability to lead service actions under ambiguous field conditions - Strong communication skills to clearly explain findings and collaborate across functions - Familiarity with support tools and observability platforms (e.g., Grafana, Kibana, Foxglove, ArgoCD). - Self-starter mindset with a willingness to take ownership in ambiguous environments - Bias for Action — sense of urgency in production environments; willingness to “own the ticket” until closure. ### Nice-to-Have, Role-Specific Strengths - Experience supporting warehouse robotics or industrial automation systems - Familiarity with EtherCAT, Beckhoff, or Elmo servo drive systems - Prior field service engineering or hardware NPI commissioning experience - Experience developing or maintaining diagnostic tooling - Knowledge of application-layer debugging, especially for real-time systems - Understanding of reliability modeling, FMEA, or service metrics (e.g., MTTR, MTBF) ### Qualifications - Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field - 3+ years in field service, product support, or hardware debugging roles in robotics, automation, or complex electromechanical systems - Physical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibration - Comfortable working extended hours or on-call rotations for high-severity incidents.