Responsibilities
- Directly oversee a distributed team of 8 to 15 Fleet Technicians across the Eastern Region, covering more than 10 states.
- Handle recruitment, onboarding, and development of technician talent, including regular one-on-one meetings, performance evaluations, and career growth discussions.
- Create and manage technician schedules, on-call rotations, and deployment coverage to meet regional fleet service level agreements.
- Cultivate a team culture focused on accountability, safety, operational discipline, and continuous improvement.
- Identify skill gaps and collaborate with the Training team to enhance technician capabilities on new robot platforms, tools, and procedures.
- Own regional fleet performance metrics such as uptime, mean time to repair, mean time between failures, and first-time fix rate, reporting weekly to the Head of Data and Fleet Operations.
- Act as the regional escalation point for complex or unresolved field issues, deploying personally or dispatching senior technicians as needed.
- Perform root cause analysis on recurring failures and work with Engineering to implement permanent fixes in future builds.
- Manage regional parts inventory and tooling supply chain to ensure technicians have necessary resources within service level agreement windows.
- Lead regional response to fleet-wide safety events or field stops, coordinating with Safety, Engineering, and Customer Success teams.
- Ensure full compliance with federal, state, and local regulations for field service operations, including DOT, OSHA, and site-specific HSE requirements.
- Serve as the senior field representative for customer relationships in the Eastern Region, attending quarterly business reviews and site reviews as needed.
- Proactively communicate fleet status, planned maintenance windows, and incident updates to Customer Success and directly to managers.
- Ensure regional operations meet contractual service level agreements and customer uptime commitments, escalating risks to the Head of Data and Fleet Operations before breaches occur.
- Collaborate with Account Management and Sales on expansion planning when customers deploy additional robots in the region.
- Be prepared to go into the field to support technicians and partners at any time.
- Ensure all field activity repairs, preventive maintenance, inspections, and parts usage are accurately documented in the Fleet Management System within required timeframes.
- Implement and enforce standardized maintenance procedures across the region, flagging deviations and driving corrective actions.
- Manage the regional operations budget, including travel and expenses, parts, tools, and contractor labor, flagging variances and identifying cost reduction opportunities.
- Contribute to developing new playbooks, escalation paths, and operational standards as the fleet scales nationally.
- Provide regional field intelligence to Product and Engineering, surfacing patterns, customer feedback, and environment-specific challenges.
Work Arrangement
On-site — Atlanta, GA, Eastern Region (GA, FL, MS, SC, NC, WV, plus new markets)
Other
- Ability and willingness to travel up to 50% across the Central Region, including overnight and multi-day trips.
- Valid US driver's license with a clean driving record; able to operate a commercial service vehicle if required.
- Regular travel within the Eastern Region (GA, FL, MS, SC, NC, WV, plus new markets), with up to 50% overnight travel.
- Could travel to other states as needed.
- Ability to work in outdoor environments, including exposure to noise, dust, sun, heat, rain, and varying weather conditions.
- Ability to lift up to 40 lbs, stand for extended periods, and occasionally work in confined or elevated spaces with appropriate PPE.
- Must be able to work occasional weekends, evenings, or on-call shifts in response to fleet incidents or customer escalations.
- Ability to operate a motor vehicle safely; valid US driver's license required.
