Service Supervisor

About the Role:

The Service Supervisor oversees daily operations of the Agility Robotics service and repair operations. This person supports the team to ensure customer SLAs are met, quality standards upheld, and safety protocols followed. This role involves managing a team of technicians, service engineers, coordinating service schedules, and maintaining high standards of customer satisfaction. The role requires strong leadership and team motivation, clear communication, excellent problem-solving and teamwork skills, and ability to maintain a high level of customer satisfaction.

About the Work:

• Hire, train and manage a team of service technicians and service engineers in the troubleshoorting, repair and refurbishment of humanoid robots and related products for internal and external customers.

• Maintain a safe environment and adherence to safety and quality standards at all times.

• Manage training content and training of staff to ensure techncal proficiency.

• Collaborate with Supply Chain to develop and update service schedules for on-time delivery.

• Genertae and provide production plans, schedules, and daily KPI reports.

• Identify and resolve service issues, and/or escalate to mnagement in a timely manner.

• Collaborate with other departments to optimize processes and implement changes.

• Assist with developing and managing department budgets.

• Identify and communicate resource needs to meet schedules and objectives.

• Continually assess team performance and take timely action to support the team, remove barriers, address issues, foster teamwork and a positive work environment. 

• Conduct regular performance reviews and provide constructive feedback to employees and management.

• Ensure compliance with company policies and procedures, industry standards, and regulatory requirements.

• Coordinate with equipment team and facility staff to ensure machinery, equipment, tools and facilities are in good working condition and ready for safe use.

• Lead Kaizen events and continuous improvement to increase productivity, quality, safety, and reduce waste and repair costs.

• Continually assess service performance levels and take timely action to remove performance barriers and reinforce procedures, policies, and guidelines

• Work with the engineering and production teams to develop and manage preventative and predictive maintenance schedules including part consumption and order tracking along with long term forecasting.

About You:

• Three (3) years experience in service troubleshooting and repair of commercial electromechanical products, with at least one (1) year in a supervisory role; for a robot / automation / hi-tech exp. a plus.

• two years expereince using ERP/MRP systems; MES/PLM/Jira experience a plus.

• Strong leadership, training/mentorship and good verbal and writtem communication skills.

• Knowledge of technical service / repair processes, tools, equipment and safety regulations.

• Demonstrated problem-solving skills and able to make tactical decisions in a fast-paced environment.

• Experience generating and reporting schedules and reports using KPIs/metrics including charts and PFDs.

• Ability to identify and document component and assembly data, non-conformances, interpret technical data, and perform and/or provide recommendations for process improvement.

• Capable of interpreting, developing and training on mechanical & electrical part and assembly drawings, wiring interconnect diagrams and technical procedures.

• High attention to detail ensuring safety and quality standards are being consistently met.

• Ability to lead and motivate staff in a dynamic work environment including working OT as needed.

• Strong interpersonal and collaboration skills to work effectively with staff and cross-functional teams.

• Strong computer skills and experienced using enterprise software (e.g. ERP/MRP, PLM, MES, Jira, etc.)

• Ideally but not mandatory, able to use Debian based Linux, run Python scripts using custom test setups.

• Solid presentation skills and ability to present clear and concisely to staff and management.

• Highly responsible, self-driven, and effective working independently and within teams.

• Lean/Six Sigma certifications a plus.

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 as this is subject to change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give such instructions or assignments.

Work Environment & 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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee routinely is required to sit; talk and hear; use hands to touch, feel, handle, push/pull and move objects; see details of objects that are less than a few feet away; see differences between colors, shades, and brightness. The employee is occasionally required to stand, walk and move around the office; stoop, kneel, crouch, twist, crawl, reach, and stretch; and see details of objects that are more than a few feet away.