Robotics Service Manager

Stäubli is a value driven technological solutions provider with four dedicated activities:
Electrical Connectors, Fluid Connectors, Robotics and Textile. We strive for innovation and excellence and are market leaders in many industrial segments. Stäubli guarantees high quality, reliability, and performance - our strong basis for the trusted partnership with our customers worldwide.

Job Function:

The Robotics Service Manager is responsible for leading the execution and continuous improvement of Stäubli Robotics service operations across North America. This is not just a coordination role—it is a leadership position focused on delivering world-class service experiences
, optimizing team performance, and driving customer satisfaction.

In the role you will oversee a team of service engineers, ensure operational excellence, and act as the guardian of our premium service standards. By combining technical expertise, customer focus, and business insight, you will play a key role in strengthening customer relationships and supporting long-term service growth.

Reports to:

Robotics Local Head of Services NA

Responsibilities and Objectives:

• Lead Service Operations: Manage day‑to‑day service execution across North America, ensuring timely response, effective issue resolution, and consistent service quality.
• Develop and Lead the Team: Coach, support, and evaluate service engineers to build technical capability, accountability, and a strong customer‑first culture.
• Drive Customer Satisfaction: Serve as an escalation point for complex service issues, communicate proactively with customers, and help ensure positive service outcomes.
• Maintain Operational Discipline: Ensure accurate, timely documentation of service visits, case activity, and follow‑up actions in CRM and other business systems in line with company standards.
• Support Service Growth: Partner with commercial and technical teams to promote service offerings such as preventive maintenance, training, care programs, and spare parts solutions.
• Collaborate Cross‑Functionally: Work closely with sales, applications, engineering, technical support, and supply chain teams to improve service delivery and customer experience.
• Oversee Parts and Resource Planning: Monitor spare parts usage, inventory needs, and service readiness to support efficient field operations and minimize downtime.
• Build Technical Capability: Identify training needs, support knowledge sharing, and help the team stay aligned with product updates, service procedures, and safety expectations.
• Manage Performance and KPIs: Track service metrics, financial performance, and operational trends; identify improvement opportunities and report results to leadership.
• Adheres to all safety, quality and environmental standards.

• Bachelor’s degree in Engineering, Mechatronics, Automation, Electrical, Mechanical, Manufacturing, or a related field; equivalent experience will also be considered
• 5+ years of experience in field service, technical service, engineering operations, or a related industrial environment
• 2+ years of leadership experience managing technical teams, field service personnel, or service operations
• Experience in robotics, industrial automation, mechatronics, electromechanical systems, or a comparable technical environment
• Strong troubleshooting, analytical, and problem‑solving skills with the ability to support structured issue resolution
• Strong communication and customer management skills, including the ability to handle escalations professionally
• Ability to read and interpret technical documentation, including mechanical drawings, electrical diagrams, and service procedures
• Proficiency with Microsoft Office and experience using CRM, ERP, or related business systems
• Ability to travel up to 15% across North America as business needs require

Preferred Qualifications:

• Experience managing service KPIs, budgets, utilization, or service‑related financial reporting
• Knowledge of preventive maintenance programs, spare parts planning, and aftermarket service offerings
• Experience supporting customer‑facing service organizations in industrial equipment, automation, or robotics businesses