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Sr. Manager Product Service and Support

Dexterity· Engineering – Product Operations
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Redwood City, CA$150k - $180kFTPosted 3mo ago

About the role

Senior leadership role responsible for ensuring reliable operations of Dexterity’s Mech systems at customer sites, bridging hardware, systems integration, and field operations with ownership of diagnostics, repairs, retrofits, and lifecycle service actions.

Responsibilities

  • Serve as the field technical lead for Mech product deployments and steady-state operations
  • Own root-cause analysis of hardware and system issues using field diagnostics, logs, and hands-on testing
  • Perform repair, replacement, and upgrade activities in coordination with the support and service teams
  • Collaborate with Applications Support to investigate application issues related to hardware triggers or sensor data
  • Maintain accurate site-level spares, log part replacements, and manage warranty workflows and RMAs
  • Execute retrofit procedures and validate system performance after changes
  • Document issue trends and create feedback loops to improve future design and serviceability
  • Train field personnel and integrators on proper hardware handling, calibration, and troubleshooting techniques
  • Create or contribute to service manuals, troubleshooting trees, and repair guides
  • Proactive Monitoring — Tune alerting rules, dashboards, and anomaly-detection models; perform trend analysis to prevent outages
  • Field Residency — Embed on customer site during go-live, major upgrades, or chronic issue hunts
  • Continuous Improvement Projects — Partner with Product Engineering on hardware improvements

Qualifications

  • Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field
  • 8+ years progressive experience in product support, field service, robotics, or technical operations
  • 3+ years direct people-management experience leading technical teams
  • Experience hiring, mentoring, developing, and evaluating technical employees
  • Experience developing service strategies, operational roadmaps, and improvement initiatives
  • Physical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibration
  • Comfortable working extended hours or on-call rotations for high-severity incidents

Skills

Required:Troubleshooting electromechanical systemsLinux command line, log analysis, Python/SQLSpares management and RMAsReading schematics and mechanical drawingsField leadership and communication
Nice to have:Observability tools (Grafana, Kibana, Foxglove, ArgoCD)

Benefits

  • Base pay is one component of a broader compensation package that may include equity grants, benefits, and other incentives depending on role and eligibility
  • Equity awards may be part of overall compensation
  • Access to benefits and wellness resources provided in accordance with company policies and location
Last updated Oct 22, 2026. Interested? Apply on the company site.
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The foundational platform for enterprise Physical AI.

The foundational platform for enterprise Physical AI.

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