Field Service Manager at AMP Robotics

| Greater Denver Area
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AMP Robotics is a pioneer and industry leader in artificial intelligence (AI), robotics, and infrastructure for the waste and recycling industry. We’re working to reimagine and actively modernize recycling by applying AI and automation to increase recycling rates and economically recover recyclables reclaimed as raw materials for the global supply chain. We build and deploy cutting-edge technology solutions that solve many of the central challenges of recycling to make it more efficient, cost-effective, scalable, and sustainable. 

Headquartered in Louisville, Colorado, the Denver Post named AMP one of the 2021 Top Workplaces in Colorado. We’re fostering an environment where talented, driven individuals can grow and create impact. We seek unconventional thinkers to join our mission to enable a world without waste; at AMP, your contributions have meaning and can spur change. With backing from top-tier investors and national recognition including Fortune’s Impact 20, Fast Company’s Most Innovative Companies, and Forbes’ most promising AI companies, we’re always seeking ways to better our operations, raising the bar on innovation, and looking to collaborate and improve each day in what we do. Learn more at AMPRobotics.com.

AMP Robotics is hiring a Field Service Manager, responsible for managing a nimble team of Field Service Technicians as they train customers, diagnose product performance issues, repair damaged equipment, and build service relationships with high value partners.  This role reports to the Director of Field Services and should have previous experience scaling high functioning teams, working in a field engineering environment, and interfacing directly with multiple levels of internal and external partners.  The ideal candidate will have proven leadership ability, a knack for defining Service team best practices (with buy-in), and a flexible problem solver.  Success in this role looks like the following:

  1. Maintaining high customer NPS.
  2. Scaling supported devices with minimal personnel and resource scaling
  3. Ensuring field personnel are holistically supported when working challenging problems in difficult environments

This position can expect up to 30% travel and may require some on-call work to assist customers and teammates install, maintain, troubleshoot, and repair equipment. 

As our Field Service Manager, in the first few months you will work to:

  • Meet the team you will be managing, working side by side to understand their successes, needs, and areas of improvement.
  • Work directly on an AMP robot installation to learn design philosophies, features, and functionality; as well as understand the challenges of remotely supporting equipment around the world.
  • Participate in multiple AMP device commissions to understand the software and hardware puzzle pieces that fit together to ship a quality product.
  • Learn to use AMP’s cutting edge, proactive maintenance tools to diagnose system issues.
  • Learn to calibrate, operate, and troubleshoot AMP Robotics products and internal tools.
  • Meet with internal AMP resources - experts in the field of machine learning, software development, and recycling economics - gaining an understanding of AMP’s capabilities and how they align with customer needs.

In the longer term, you will:

  • Review and create AMP Service SOPs, providing suggestions for improvement and accountability.  Produce a 30, 60, and 90 day plan to improve the response efficiently of the AMP Field Service Team.
  • Elevate Field Service Technician team skill-sets through inter-departmental training and fieldwork + ticket audits.
  • Drive towards a proactive service mindset - expanding proactive notification capabilities and team response plans to these notifications.
  • Implement service feedback monitoring, leveraging currently available tooling to provide reports on AMP equipment, customer feedback, and team challenges.
  • Participate in both internal and external customer success conversations as the voice of advocacy for our customer.
  • Work with Field Service Technicians and Site Reliability Engineers to identify areas of high customer risk and to create mitigation plans.
  • Manage and execute large-scale site visit plans based on service contracts and agreed maintenance terms.
  • Close the engineering feedback loop by managing a team to systematically report unique, high-frequency service requests, performance concerns, or hardware failures.
  • Guide the transition process from installation to service through technical communication with internal teams and take-over-certificate review.
  • Manage the expanding AMP service documentation, producing version controlled resources for internal and external knowledge bases.
  • Manage the Distributor training plan to onboard new AMP resellers.
  • Train teammates and customers on how to perform common repair work, complete required maintenance, and self diagnose or resolve system issues.
  • Manage and provide remote troubleshooting and onsite repairs at customer locations.
  • Review and provide coaching around field visit reports and site visit actions.

Supervisory Responsibilities: 

  • Manage team of field service technicians.

The successful candidate will have:

Required:

  • Hands-on field service experience servicing equipment at customer locations as well as remotely.
  • Experience effectively communicating with multiple levels and skill-sets within an organization.
  • A strong technical background with proven experience managing field technician teams.
  • Ability to travel on a moments notice to service customers at their locations. 
  • Comfortable working in the field at a customer site and in an office environment.
  • Imaginative and open mind for problem solving.
  • Ability to work equally well in a team or solo environment.
  • A desire to learn something new everyday, then teach a teammate.
  • Extremely resourceful - known as a person who “finds a way to get it done.”
  • Demonstrated ability to work long hours in difficult situations (heat, dust, small spaces, tight deadlines, etc.).

Note: If you DO NOT precisely fit the below qualifications but you DO believe you would excel in this role, we encourage you to apply!  AMP is looking for mission-driven, creative problem-solvers.  We recognize ideas and background diversity can be strong business assets.

Preferred: 

  • Previous experience in a customer facing, coaching, or teaching role, preferably in a technical field.  Experience in a technical training environment.
  • Experience quickly scaling small teams.
  • Process flow and management experience (have you created a documented process from the ground-up... and reported its success/failures over multiple iterations)?
  • Demonstrated examples of automating or outsourcing work tasks.
  • Real world experience using data to improve efficiencies and make fact-based decisions.
  • Experience with industrial controls (valves, sensors, actuators, control systems).
  • Experience with robot firmware - e.g. RAPID, ACE, Ladder Logic.
  • Experience with electrical wiring, manufacturing techniques, on-site assembly, installation, and service of mechanical systems.
  • Ability to work in a fast paced environment.
  • Above all else, demonstrated leadership ability - what would your previous team say about you?

Education and experience:

  • Bachelor's Degree or equivalent
  • Minimum 5 years of experience servicing and managing teams that service industrial field equipment.  Operational backgrounds (plant managers, process engineers, etc. also encouraged to apply).
  • Outstanding customer service presence and attitude with professional presentation
  • Self-organized with a willingness to exceed customer and company expectations
  • Basic proficiency with Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook)
  • Must maintain a valid state-issued driver’s license and excellent driving record

Working Conditions/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • While performing the duties of this job, the employee is frequently required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk and hear.  The employee must occasionally lift and/or move up to 55 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus, and ability to accurately see and label color. (remove if not a requirement).

Working Location(s): 

  • 2770 Industrial Lane, Broomfield, CO 80020

Travel Requirements: 

  • Up to 30%.
    • Please note: This role requires travel, and AMP requires employees who travel to be fully-vaccinated against COVID-19. AMP is an equal opportunity employer and, consistent with applicable law, will consider requests for reasonable accommodations based on disability or sincerely-held religious beliefs, or as required by state or local law, where it is able to do so without undue hardship to the Company.

AMP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


Salary & Compensation Information: $89,000-98,000 depending on experience. No relocation package offered at this time.

Benefits Information:

  • Medical - The company covers up 85% to 100% of the premium for Cigna healthcare plans depending on the selection. Employees pay the difference in premium if they select a more expensive plan. Up to 75% for dependents. 
  • Dental, Vision, Short and Long Term Disability.
  • 401(k) retirement plan (non-matching).
  • 14 days PTO and 6 paid sick days.
  • Nine (9) paid holidays – 7 company designated and 2 floating holidays. (salaried employees only).
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Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • PythonLanguages
    • D3JSLibraries
    • AngularJSFrameworks
    • TensorFlowFrameworks
    • ROSFrameworks
    • Kubernetes Frameworks
    • MySQLDatabases
    • InfluxDatabases
    • SalesforceCRM
    • MailChimpEmail

Location

Nestled in the heart of a thriving tech park - complete with brewery and climbing gym! - and adjacent to the quaint downtown of Louisville, Colorado.

An Insider's view of AMP Robotics

What are some social events your company does?

Bringing our team together during Covid has been so easy because everyone genuinely cares about staying connected. We've hosted a socially-distanced trivia night in our parking lot with a drive-in sized projector screen, and have even run a few of our own cooking shows where people followed along from home and learned a recipe through video.

Russ

Office and Human Resources Manager

What's the biggest problem your team is solving?

Supporting remote systems in unforgiving environments across the world is hard work. It requires foresight from the initial stages of a project and a tight, honest feedback loop. I'm proud to be in a group focused on creative and proactive service solutions for our customers to increase the profitability of recycling. It's exciting work!

Chase

Robotics Operations Engineer

How has your career grown since starting at the company?

I've always wanted to contribute to something sustainable that I believed in and could be proud of. Working at AMP is a dream not only because I can see the immediate impact of my contribution but because it is a group of hard working, passionate, and lively people I love working with.

Siena

Quality Engineer

How do you empower your team to be more creative?

Recognize you have a lot to offer, yet also a lot to potentially learn—and be open to how and from who you learn, as well as how and who you can teach. Leading with respect for everyone’s different perspectives opens up so many ways we can unify them for the benefit of ourselves, our teams, and the customers we serve.

Maria

Production Team Lead

What unique initiatives do you have that encourage innovation?

AMP strikes a rare balance by melding the pursuit of a mission that benefits the planet with a set of ground-breaking technical challenges. Every difficult project at AMP directly leads to diversion of material from landfills, and as an engineer, that promise naturally ignites a passion for creative invention and determined problem solving.

Cameron

Mechanical Engineer

What are AMP Robotics Perks + Benefits

AMP Robotics Benefits Overview

AMP Robotics is an exciting place to work, and we have fun at the intersection of recycling, robotics, and artificial intelligence! The company offers employees benefits such as 401k, healthcare insurance, vision insurance, dental insurance, life insurance, short term disability coverage, and long term disability coverage. Many of these benefits extend to dependents as well.

Culture
Friends outside of work
Eat lunch together
Daily sync
Team owned deliverables
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
6 weeks maternity/paternity paid leave
Vacation & Time Off Benefits
Generous PTO
AMP offers two floating holidays that our team can use at their discretion throughout the year. Election Day is also a paid company holiday.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Our game room includes board games.
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Parking
Pet Friendly
AMP welcomes well-behaved pets.
Recreational Clubs
AMP has a number of active social clubs, with outlets for those who like board games, gardening, fly fishing, hiking/climbing 14ers, and many more! We've hosted two virtual cooking demos this year.
Professional Development Benefits
Lunch and learns

Additional Perks + Benefits

Other stuff we do at AMP:

We recently introduced Zestful, an employee recognition tool. Our team members recognize each other for excellent work through Zestful, tying peer-to-peer recognitions to our core values. Team members accrue points in Zestful that can be used for rewards like HeadSpace subscriptions, meal kit deliveries, books, and even limited-run swag!

We leverage our engagement survey results at AMP. Gathering info from everyone on the team about what they want goes a long way so we can then execute on initiatives to continue to grow AMP in all the best ways.

And we have some pretty awesome weekly all hands meetings!

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