Solution

As the demands on our built environment rise, labour shortages loom. With the world’s workforce increasingly moving away from undesirable tasks, the manufacturing, construction, and logistics industries critical to our daily lives are left exposed. By deploying our general-purpose humanoid robots in environments deemed hazardous or monotonous, we envision a future where human well-being is safeguarded while closing the gaps in critical global labour needs.

About The Role As Head of Service Engineering & Aftersales, you will lead Design for Serviceability (DFS), in-field technical support, warranty policy, service cost optimization, and the infrastructure required to support customers globally. This role is deeply embedded in our Design for Excellence (DFX) culture. You’ll partner with engineering, cost engineering, and supply chain teams to ensure supportable designs, efficient cost drivers and scalable reverse logistics. You will build teams, tools, and standards needed to deliver efficient, scalable, and seamlessly integrated service.

What You’ll Do

Design for Serviceability (DFS)

• Lead the service engineering function, owning the DFS pillar of DFX, and ensuring serviceability is embedded into hardware and software development.
• Partner with engineering teams to influence designs that reduce MTTR, improve access, simplify diagnostics, and optimize reworkability, field replaceability, and repair pathways.
• Define, enforce, and manage serviceability standards and requirements for mechanical, electrical, and embedded systems, including developing reworkability strategies for major subassemblies and critical wear components.
• Review and approve major design changes for field impact and support readiness.

Aftersales Support Model

• Design and implement the global aftersales support model, including all service levels (self-service, remote assist, onsite support), case handling processes, tooling, and infrastructure for case tracking, knowledge sharing, and field diagnostics.
• Align support capabilities with commercial commitments, collaborating cross-functionally to meet SLAs and needs.
• Lead onboarding, documentation, and training for internal and external teams.
• Oversee spare/replacement logistics, coordinating with supply chain.
• Continuously improve the support model through field data, customer feedback, and internal metrics.

Warranty, Reliability & Cost of Service

• Define warranty policies, terms, and coverage. Track warranty metrics and drive root-cause on failures/returns.
• Collaborate to model and reduce cost of service, develop dashboards for monitoring service metrics, and provide inputs for cost/inventory planning.

Reverse Logistics & Supply Chain Partnership

• Partner with supply chain to define and implement global reverse logistics for spares, RMAs, repairs, and triage.
• Ensure repair flows are supported through documentation, tracking systems, and vendor management.
• Support planning/stocking of spare kits and collaborate on strategies for repair, refurb, and remanufacturing.

Feedback Loops to Engineering & Product

• Act as the voice of the field and the customer into engineering, directly feeding service insights to reliability and roadmaps.
• Collaborate to develop predictive maintenance and diagnostics strategies, maintaining closed-loop feedback from incidents to design changes.

Tools, Infrastructure & Enablement

• Define and implement requirements for service tracking, documentation, analytics, and customer-facing portals.
• Set standards for documentation and knowledge bases, and implement tooling for diagnostics and post-deployment insights.
• Partner with IT/software teams to assure robust, scalable digital support systems.

We’re Looking For

• 10+ years in service engineering, aftersales operations, or support leadership—ideally in robotics, automotive, industrial automation, or hardware systems.
• Proven DFS experience, influencing system-level designs.
• Familiarity with service cost modeling, warranty frameworks, lifecycle cost analysis, and reverse logistics systems.
• Ability to operate cross-functionally and scale complex systems, with experience building service teams and systems in high-growth environments.
• Structured communicator, metrics-driven, and empathetic toward operators, technicians, and customers.

Bonus Points

• Experience supporting high-value capital equipment, field-deployed robotics, or industrial automation
• Familiarity with FMEA, FRACAS, reliability modeling, and field diagnostics tooling
• Background in spare parts planning, depot repair operations, or service lifecycle systems (e.g., ServiceMax, Salesforce, custom platforms)
• Experience in B2B AND B2C service delivery models

What We Offer

• Competitive salary plus participation in our Stock Option Plan
• Paid vacation with adjustments based on your location to comply with local labor laws
• Travel opportunities to our Vancouver and Boston offices
• Office perks: free breakfasts, lunches, snacks, and regular team events
• Freedom to influence the product and own key initiatives
• Collaboration with top‑tier engineers, researchers, and product experts in AI and robotics
• Startup culture prioritising speed, transparency, and minimal bureaucracy

How to Apply

Does this role sound like the perfect fit for you? Fill in the form and include links or files that showcase the best of what you’ve built and achieved.