Job DescriptionJob 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.
Qualifications- 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
Additional InformationPhysical 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.
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