Head of Field Services
Company: ExecuNet
Location: Broomfield
Posted on: January 12, 2021
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Job Description:
Company 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.Company 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.
Keywords: ExecuNet, Broomfield , Head of Field Services, Other , Broomfield, Colorado
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