Director, Field Service Operations

AvidbotsCharlotte, North Carolina, United StatesRemote

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).Position Overview – Director, Field Service OperationsWe 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, USA in EST [Remote with up to 50% travel]Responsibilities

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.

Requirements

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

Nice-to-Haves

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 employerAvidbots 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.

Life at Avidbots

Thrive Here & What We Value1. Agile Methodologies | 2. Front end UI | 3. Object Oriented Programming | 4. Basic skills with Linuxbased operating systems (bash scripting, command line, etc) | 5. Nice to have: Experience with Sisense for Cloud Data Teams (Periscope), Understanding of ROS concepts, localization, and Robotics in general.</s> | Emphasis on collaboration and teamwork | Focus on providing excellent customer service | Encourages continuous learning and professional development | Values work-life balance</s> | Employee-focused organization | Certified Great Place to Work® consecutively for the last 5 years | One of Deloitte's Fast 500 (2021) | Multicultural organization founded by international students | Zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation | Professional working environment and culture | Commitment to building a diverse workforce</s> | Avidbots is an equal opportunity employer committed to building a diverse workforce. | We encourage individual achievement and recognize the strength of a diverse workforce. | We hold our executives to the same standards as all of our employees, and we believe work should be a safe space for all. | Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. | We also offer a professional working environment and culture and believe that work / life balance is critical to ensure the happiness/well-being of our people. Upon request, Avidbots will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.</s> | 1. Employeefocused organization | 2. Certified a Great Place to Work® consecutively for the last 5 years | 3. One of Deloitte's Fast 500 (2021)</s> | 2. Certified Great Place to Work® for the last 5 years | 4. Passionate and talented individuals welcome to join our team | 5. Commitment to delivering intelligent and autonomous robotic solutions that not only enhance operational efficiency but also promote a cleaner and healthier world.</s> | As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. | We offer a professional working environment and culture and believe that work/life balance is critical to ensure the happiness/well-being of our people.</s> | 2. Certified as a Great Place to Work® consecutively for the last 5 years | 5. Avidbots is an equal opportunity employer committed to building a diverse workforce</s> | 3. Deloitte's Fast 500 (2021) | 4. Diverse Canadian Company founded by international students | 5. Zero Tolerance Policy for Discrimination or Hate against members of any race, religion or sexual orientation</s> | 2. Certified as Great Place to Work® for the last 5 years | 4. Hybrid role based out of Kitchener office 12 days per week | 5. Commitment to building a diverse workforce</s> | High-performance culture that fosters continuous improvement and process discipline | Adherence to security, compliance, and industry best practices in all support activities and maintain proper documentation.</s> | 2. Certified Great Place to Work® for 5 years | 4. Commitment to Building a Diverse Workforce | 5. Zero Tolerance Policy for Discrimination or Hate</s> | Dynamic IT Team at Avidbots Corp. | Emphasis on innovation and staying ahead in technology | Collaborative work environment | Opportunities for growth and development | Strong focus on customer satisfaction and success</s> | 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. | Avidbots is an equal opportunity employer committed to building a diverse workforce. As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. | We also offer a professional working environment and culture and believe that work / life balance is critical to ensure the happiness/well-being of our people.</s> | 4. Multicultural Organization | Employee-focused organization that has been certified a Great Place to Work® consecutively for the last 5 years | Headquartered in Kitchener, ON, Canada</s> | 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). | 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.</s> | Avidbots is committed to building a diverse workforce and holds executives to the same standards as all employees. | The company offers a professional working environment and culture and believes that work/life balance is critical to ensure the happiness/well-being of its people. | Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion, or sexual orientation.</s> | Avidbots is committed to building a diverse workforce and holds executives to the same standards as all employees. They believe work should be a safe space for all and have an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. Avidbots also offers a professional working environment and culture and believes that work / life balance is critical to ensure the happiness/wellbeing of their people.</s> | 12. Avidbots is an equal opportunity employer committed to building a diverse workforce. | 13. Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. | 14. Avidbots offers a professional working environment and culture and believes that work / life balance is critical to ensure the happiness/wellbeing of our people.</s>

Director, Field Service Operations

Life at Avidbots

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