Aniai

Field Service Manager

Aniai

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $80,000 - $100,000 per year

About the role

  • Deployments: Install Alpha Grill in customer sites, ensuring proper configuration and calibration for optimal performance.
  • User Training: Provide comprehensive training and guidance to customers on how to use Alpha Grill and what common issues they can self-resolve.
  • Maintenance: Monitor Alpha Grill performance KPIs, identify areas of improvement, and promptly address customer concerns or issues. Troubleshoot issues remotely or conduct site inspections as needed. Carry out repairs, ensuring we meet standard service level agreements set.
  • Trainings: Develop and lead training programs for onboarding 3rd party service technicians.
  • Service Network Dispatch: Manage nationwide service network and dispatching service calls to appropriate technicians.
  • SLA Management: Ensure service technicians meet SLAs and provide escalation training and response support when technicians do not achieve desired targets.
  • Field Service Playbook: Build the team playbook, creating and managing KPIs against standard installation processes, site visits and general service calls.
  • Service Manual: Build our first service manual, creating a comprehensive document which serves as the technical resource for all technicians.
  • Demo Unit Maintenance: Support our test kitchens and tradeshows with technical deployment setup and assistance.
  • Product Recipe Testing: Support sales team by testing recipes coming from potential and existing customers on the Alpha Grill.
  • Other: We’re a growing team! There will be plenty of opportunities to support other initiatives, including growth plans, user guides and manuals, etc.

Requirements

  • Love burgers. What is your favorite burger? We want to know!
  • Communicate effectively and love cross-collaborative efforts. Our teams span across the US and Korea, which takes patience, kindness and communication to make it work.
  • Have a hustle mentality, solve problems and act quickly. We’re a rapidly growing startup, we don’t have time to waste.
  • (Bonus) Have experience in early-stage startups.
  • (Bonus) Have experience in robotics, kitchen equipment manufacturing, or restaurants.
  • (Bonus) You want to work out of our NYC HQ. We bring the snacks!
  • Have made incredible impacts in their prior experience. We think this takes the equivalent of roughly 5+ years in Field Service to do.
  • Have trained and led field service teams, including managing external technician networks nationwide.
  • Deep experience building 0-1 processes and playbooks. Assume nothing exists today, we need you to build it.
  • Have some experience or general awareness of managing P&L for the field service team. You may not have had direct control of the P&L in your prior experience but you’ve had exposure to it and understand how to reduce team costs.
  • Be top tier communicators. You not only possess a deep understanding of technical concepts, but you also know how to communicate these to non-technical audiences with ease.
  • Travel at least 50% to customer locations across the United States. We require a valid US Driver's License with a clean record.
  • Solve problems every day. You most likely love puzzles and have a knack for finding creative solutions to the toughest issues.
  • Be organized in their approach to customer deployments and maintenance. Startups are chaos so we aim to find someone methodical and logical in everything they do.
  • (Bonus) Have experience in deploying and servicing robotic products!
  • (Bonus) Have an engineering degree or understand deep mechanical issues.
Benefits
  • Compensation at $80-100k based on prior experience
  • Meaningful Equity
  • 100% Covered Top-Tier Medical, Dental & Vision insurance
  • 15 Days PTO + 5 Paid-Sick Days + 8 Company Holidays
  • NYC HQ Loft with free coffee, snacks, drinks and more!
  • Apple Macbook + other equipment necessary to do the job
  • Team bonding activities
  • Access to Alpha Grill, and we guarantee plenty of food!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
deploymentconfigurationcalibrationtroubleshootingKPI monitoringtraining program developmentservice level agreement managementprocess buildingP&L managementrobotics experience
Soft Skills
effective communicationcross-collaborationproblem-solvingorganizational skillsmethodical approachpatiencekindnesshustle mentalityleadershipcreativity
Certifications
valid US Driver's License