Director, Field Service Operations

Avidbots is a pioneering leader in the field of robotics, dedicated to developing cutting-edge autonomous cleaning solutions for commercial and industrial environments. Our mission is to revolutionize the way cleaning and maintenance tasks are performed by introducing innovative, efficient, and sustainable robotic technologies. Avidbots is committed to delivering intelligent and autonomous robotic solutions that not only enhance operational efficiency but also promote a cleaner and healthier world.

Our groundbreaking autonomous cleaning robots, specifically the Neo 2 and Kas, are redefining the cleaning industry by offering state-of-the-art technology, advanced navigation, and data-driven insights to businesses across the globe. These robots are designed to perform tasks such as scrubbing and sanitization and maintaining cleanliness in a wide range of industries, including airports, shopping malls, warehouses, retail, and more.

Headquartered in Kitchener, ON, Canada, we are an employee-focused organization that has been certified a Great Place to Work® and one of Deloitte's Fast 500 (2021).

We are hiring a Field Service Operations Director to lead and scale our service business, owning all service revenue and ensuring world-class support for our customers. This role will be responsible for managing teams of traveling service technicians who perform on-site robot repairs and maintenance, working with third party service providers, as well as overseeing our offshore technical support call center.

The Field Service Operations Director will play a critical role in driving revenue growth through service contracts and post-sales support while ensuring operational excellence. This position requires a strategic leader with a strong background in field service operations, service revenue management, and customer support. The ideal candidate is passionate about robotics, customer success, and building high-performance teams.

Location & Work Arrangement: Kitchener-Waterloo, Toronto/GTA, Chicago [Remote with up to 50% travel]

• Own and drive service business P&L, ensuring revenue growth, expense and margin management including maintenance contracts, and timely repairs and ensuring service-level agreements (SLAs) that satisfy and exceed customer expectations.
• Manage teams of traveling service technicians, ensuring efficient scheduling, training, and performance management.
• Oversee and manage 3rd party Service Providers, ensuring top quality and efficiency of service provided to our end customers while balancing SLAs and service business profitability.
• Implement field service best practices to optimize technician efficiency, customer response times, and uptime across field service technicians and third-party providers.
• Partner with Sales, Finance, Engineering, and Product teams to enhance service offerings and customer experience, develop pricing models and service offerings that drive profitability and customer value.
• Oversee the offshore technical support call center, ensuring high-quality remote diagnostics and issue resolution.
• Monitor key performance indicators (KPIs) such as first-time fix rate, mean time to repair (MTTR), and service revenue growth and service revenue margin.
• Ensure compliance with safety standards, service protocols, and operational guidelines.

• 10+ years of experience in field service operations, customer support, or service revenue management.
• Proven leadership in managing distributed service teams and offshore support centers.
• Strong background in service revenue ownership, including contract sales and upsell strategies.
• Experience optimizing technical support processes and field service logistics.
• Technical understanding of robotics, automation, or electromechanical systems.
• Strong leadership, problem-solving, and customer relationship skills.
• Ability to travel as needed (25-50% travel expected)
  Successfully complete pre-employment onboarding requirements that may include criminal/civil background checks
  

• Experience with AI-driven predictive maintenance or IoT-based remote monitoring.
• Familiarity with robotics industry service models and aftermarket sales.
  Background in scaling global field service teams and operations.

***Applicants must be currently authorized to work in Canada or the United States for any employer

Avidbots is an equal opportunity employer committed to building a diverse and inclusive workforce. We celebrate the strength of diverse perspectives and believe in fostering a workplace where all employees feel valued and supported. Discrimination of any kind has no place here—we are dedicated to maintaining a culture of respect, collaboration, and innovation.

Join us in shaping the future of robotics! 🚀

Upon request, Avidbots will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.