5+ years in service-focused, technical repair, or manufacturing environments, with 2+ years in leadership roles.
Proven experience in fast-paced, technology-driven service operations with customer interaction.
Familiarity with Lean or continuous improvement methodologies.
Strong understanding of business metrics related to productivity, quality, and cost.
Excellent communication skills for aligning teams and customers.
Team-first leadership style with a pragmatic approach to problem-solving.
Valid driver's license and willingness to travel to customer sites.
Responsibilities
Lead daily service and repair operations to maximize robot uptime.
Hire, train, and mentor service technicians, providing feedback and career development.
Champion safety and quality in repairs, enforcing procedures for high-voltage systems.
Represent the company to customers, exceeding expectations and monitoring service trends.
Drive service KPIs, utilizing Lean methods to improve workflows.
Benefits
Opportunity to build a service business from the ground up.
Hands-on leadership role in a cutting-edge technology field.
Engagement with a diverse range of customers and technical challenges.
Potential for career growth in a rapidly evolving industry.
Full Job Description
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.
Responsibilities:
Service Operations: Lead daily service and repair operations, prioritizing work to maximize robot uptime and turnaround time across internal fleets and customer deployments.
Team Leadership: Hire, train, and mentor robot service technicians. Give regular feedback, build career paths, and set the standard for technical excellence.
Safety & Quality: Champion safety, quality, and efficiency in every repair. Build and enforce procedures for working on high-voltage, battery, and actuated systems.
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.
Metrics & 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.
Requirements:
Bachelor's degree or equivalent experience.
5+ years of experience in a service-focused, field service, technical repair, or manufacturing environment, with 2+ years leading technician teams.
Proven track record running service operations in a fast-paced, technology-driven environment with customer-facing responsibilities.
Experience running complex processes using Lean or other continuous improvement techniques.
Strong grasp of business metrics and the ability to drive results in productivity, quality, and cost.
Excellent written and verbal communication skills, with the ability to align technicians, engineers, and customers.
Low-ego, team-first leadership style with a pragmatic, can-do approach to problem-solving under pressure.
Valid driver's license, and the ability to travel to customer sites as needed.
Bonus Qualifications:
Robotics, EV, aerospace, or industrial automation service experience.
Hands-on experience troubleshooting electromechanical systems, motors and actuators, batteries, sensors, or embedded electronics.
Experience standing up a new service organization, field service program, or repair depot.
About Figure
Figure is a financial technology company that provides home equity loans and other financial services. The company was founded in 2018 by Mike Cagney, a former CEO of the online lending platform, SoFi. Figure's platform uses blockchain technology to streamline the loan application process and reduce costs. The company has raised over $225 million in funding and has partnerships with several major financial institutions, including Jefferies and WSFS Bank. Figure was named one of the 50 most innovative fintech companies in the world by Forbes in 2019.
