Head of Field Services, 12/08/2020

AMP Robotics is a pioneer and industry leader in artificial intelligence and robotics for the recycling industry. Every day, we’re working to reimagine and actively modernize the world’s recycling infrastructure. Headquartered and manufacturing operations in Louisville, Colorado, 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. 

We’re fostering an environment where talented, driven individuals can grow and create impact. We are looking for unconventional thinkers to join our mission; at AMP, your contributions have meaning and can spur change. With backing from top-tier investors including Sequoia Capital and recognition including Fortune’s Impact 20, Fast Company’s Most Innovative Companies, and Forbes’ most promising artificial intelligence companies in America, 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 Head of Field Services reporting to the VP of Operations to focus on the growth and scale of the customer service team. We are looking to hire a seasoned customer service leader to strategically focus on and build systems to provide AMP customers with world-class service.

As our Head of Field Services, you will work to:

• The Head of Field Services is responsible for developing and managing the overall service delivery strategy and operations.
• Develop an organizational structure and team to deliver high value and implementation services and solutions that exceed customer expectations.
• Work closely with sales, sales engineering, production and implementation to ensure service requirements and expectations are met.
• Develop and implement appropriate metrics to track performance and illustrate areas of growth and opportunity.
• Develop and refine solution offerings, requirements definition and estimation process, and strategies for effective pre-sales engagement achieving sales & revenue targets, corporate goals and objectives with regards to warranty programs.
• Facilitate an on-going and consistent review of implementation activities and develop a collaborative process with the Channel, Product Management, and Application Development to ensure product and service enhancements based upon customer feedback and experience implementing the company’s solutions.
• Define and implement a customer success strategy that results in repeat and referral customers.
• Manage the field service and remote software service team members.
• Manage the service team’s on-call schedule.
• Arrange the service team’s travel to sites to deal with support issues.
• When significant performance  or reliability issues arise, manage the AMP response to the issue through resolution.
• Be accountable for the results of the customer success strategy, working to maintain client satisfaction and seek out areas where the product experience can be improved.
• Maintain performance metrics for robots deployed in the field, for example uptime, pick success rate, frequency of maintenance tasks required and performed, etc. Work with engineering team to identify strategies to automate performance metric collection.
• Maintain metrics on robot life-cycle costs, including wear part cost and frequency of replacement to aid AMP’s OpEx financial modeling and planning.
• Develop and maintain strong, long lasting relationships with AMP Clients. Regular dialogue with Clients to quickly find issues they are experiencing, as well as occasionally traveling to their sites to better understand challenges and find solutions.
• Be our clients advocate within AMP and provide regular updates to the AMP management team.
• Regularly communicate with the engineering team to prioritize issues and requested features.
• Work with the customer to proactively schedule updates, maintenance visits, and other needed support.
• As a rapidly growing start-up, other needs may arise from time to time that are not specifically highlighted in this job description. The Head of Field Services shall be flexible with respect to duties, demonstrate initiative in identifying and solving company needs, and always act to enhance the value and growth opportunities of the company.

Supervisory Responsibilities: 

• Manages the field service and remote software service team members.
• Proven experience managing remote resources and large global teams.

The successful candidate will have:

Required:

• 10 years of progressive managerial experience in system integration or enterprise software professional services.
• Ability to collaborate closely with a cross-functional teams.
• Excitement about robotics, artificial intelligence, and recycling.
• Experience managing complex projects, clients, partners, and organizations.
• Experience and proven track record of developing strategy and organizational design to support.
• Proven track record of establishing strong, executive level customer relationships.
• Business acumen and financial (P&L) skills/metrics driven.

Preferred: 

• 10+ years of relevant experience.
• Experience managing a team who is maintaining equipment in the field.
• MBA or Masters desired.
• Strong collaborator with successful track record of working in a heavily matrix organizational structure.
• Tool Requirements - N/A.

Education:

• BA/BS degree.

Experience: 

• 10+ years of relevant experience.

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 45 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).

• Prolonged periods of sitting at a desk and working on a computer.

Working Location(s): 

• 2770 Industrial Lane, Broomfield, CO.

Travel Requirements: 

• Up to 30%.

Affirmative Action/EEO Statement: 

AMP Robotics is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on job openings, merit, qualifications, and abilities as required by the position. The Company does not discriminate, and does not permit its employees to discriminate against other employees, applicants, customers, or independent contractors because of:

• Race
• Color
• Religion
• Sex
• Sexual orientation (including gender identity or expression, including a person's orientation toward heterosexuality, homosexuality, bisexuality, or transgender status, or PeopleCare’s perception thereof)
• Pregnancy, childbirth, and related conditions
• Marital status
• National origin
• Citizenship
• Military or veteran status
• Ancestry
• Age (40 or over)
• Disability (including genetic information)
• Or, any other consideration made unlawful by applicable laws. 

Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, compensation, benefits, discipline, layoff, recall, and termination. 

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.

We recognize that there is more to work than the day-to-day responsibilities. In addition to a collaborative, high-performing team environment, we’re pleased to offer competitive base salaries; medical, dental and vision insurance; a 401(k) plan; paid time off and sick time; flexible work hours; and the opportunity to quickly accelerate your learning and growth.

Salary & compensation information: $115,000-140,000 depending on experience

Benefits information:

Full-Time / Salaried Employees

• Medical - The company covers up to 85% of the premium of UHC Gold Choice Plus POS 1250 BP9K. Employees pay the difference in premium if they select a more expensive plan. Up to 25% for dependents. 
• Group Life, AD&D – 100% paid.
• Long Term Disability – 100% paid.
• Dental Insurance – 75% paid. 
• Vision Insurance* - 75% paid. 
• Employee Assistance Program - Provided through United Healthcare.
• Paid Vacation Leave – Accrues at a rate of ~4.31 hours (0.54 days) per pay period (2 weeks) starting day 1. Unused PTO carries over each year with a 1-year limit.
• Paid Sick Leave – 64 hours per year, given in full on start date, refreshes on anniversary.
• 401(k) retirement plan - (non-matching).
• Seven (7) paid holidays – 7 company designated and 2 floating holidays.
• Referral bonuses for staff positions.

Part-Time / Hourly Employees

• Medical - The company covers up to 85% of the premium of UHC Gold Choice Plus POS 1250 BP9K. Employees pay the difference in premium if they select a more expensive plan. Up to 25% for dependents. 
• Paid Vacation Leave – Accrues at a rate of ~4.31 hours (0.54 days) per pay period (2 weeks) starting day 1. Unused PTO carries over each year with a 1-year limit.
• Paid Sick Leave – 64 hours per year, given in full on start date, refreshes on anniversary.
• 401(k) retirement plan (non-matching).