Field Operations Supervisor

About the role

We are looking for a highly motivated Field Operations Supervisor to lead our field operations technician team while also providing technical support for our autonomous robot fleet. This hybrid role requires both leadership and hands-on problem-solving—you will oversee daily operations while also troubleshooting, maintaining, and improving our robots in the field.

Responsibilities

• Hire, train, and develop a team of field operations associates
• Lead daily operations, ensuring smooth deployment and retrieval of robots
• Monitor and evaluate staff and robot fleet performance to meet KPIs and service operational objectives
• Collaborate cross-functionally with the organization to identify pain points and product needs to increase efficiencies in operations
• Coordinate with Operations, Hardware Management, and HR for personnel administration, including performance appraisals, promotions, and compliance with company policies
• Ensure proper documentation of operational procedures and performance improvements
• Troubleshoot, diagnose and repair robots using hardware and software tools
• Monitor and support the fleet in the field, resolving real-time operational issues
• Create and implement SLA's to track team performance and report against
• Provide feedback to engineering and development teams to refine hardware, software, and operational processes
• Track, manage, and maintain lab and component inventories
• Log repair activities in Jira, including photos and videos, to inform hardware and software teams
• Maintain the cleanliness and appearance of robots to uphold Serve Robotics' brand image

Qualifications

• 5+ years of experience hiring and managing a team of 5+ employees in operations, hardware, logistics, or a related field
• 5+ years in field operations, delivery, logistics, or technical support
• Strong oral and written communication skills
• High-level interpersonal skills to work effectively independently and across all levels of the organization
• Strong organizational, collaboration, and problem-solving skills
• Ability to work weekends, evenings, and holidays on-site
• Valid U.S. driver’s license and ability to drive U-Haul-sized vehicles
• Able to lift 70 lbs and spend extended periods on your feet

Technical Skills

• 3+ years of experience in electro-mechanical, robotics, automotive, electronics, or a similar technical field
• Proficiency with diagnostic tools, including multimeters, oscilloscopes, and bench equipment
• Experience with software and hardware troubleshooting
• Familiarity with Jira or similar documentation tools

What Makes You Standout

• Bachelor’s degree in Business, Economics, Engineering, or a related field
• 3+ years of experience in customer resolution & support
• Experience at high-growth, fast-paced startups
• Familiarity with Google Suite (Docs & Sheets)
• Passion for efficiency, innovation, and robotics
• Multi-lingual (Spanish preferred)
• Experience with rapid prototyping, testing, or instrumentation
• Comfortable riding a bicycle in a city environment
• Comfortable driving a sprinter van in big city environment