Field Service Manager

Location: Mountain View, CA (Hybrid - Occasional Remote Work Allowed)

About Knightscope:

Founded in April 2013, Knightscope is a leader in developing autonomous physical security solutions. The Knightscope "Hardware + Software + Humans" approach reduces costs for our clients, provides a 24/7 force multiplier effect as well as advanced anomaly detection capabilities. Our Autonomous Security Robots (ASRs) and Emergency Communications Devices (ECDs) create a smarter, safer environment by gathering real-time data and providing actionable insights through the Knightscope Security Operations Center (KSOC) and Knightscope Emergency Management System (KEMS).

About the Role:

Are you a problem solver with a passion for robotics, automation, and customer service? Knightscope is seeking a Field Service Manager to lead and optimize our Field Service operations. This role is essential to ensuring high fleet uptime, superior service delivery, and continuous process improvement. You will oversee vendor partnerships, manage field technicians, and collaborate with internal teams to enhance robotic performance, technical support, and customer satisfaction.

This position requires a hands-on approach, with frequent on-site presence at our Mountain View, CA HQ to assist in deep-dive repairs, component investigations, and fleet performance analysis.

Job description:

As a Field Service Manager you will help to troubleshoot and service a variety of electromechanical assemblies both over the phone and via Zoom with our field techs. You will also oversee our existing Field Service team. In addition, you will assist the Deployment Engineering & KNOC teams on an as needed basis. This will include assistance in development of support documentation, assisting other team members, identify quality issues, helping in equipment selection/setup and refinement of the field service call flow. You must be a roll up your sleeves type of person and should enjoy a fast-paced, start-up environment. The position requires consistent presence at our HQ in Mountain View, CA for deep dive repairs and failed component investigations.

Key Responsibilities

1. Field Service Operations & Leadership

• Lead, train, and mentor the Field Service Team to ensure efficient troubleshooting, servicing, and maintenance of Knightscope's Autonomous Security Robots (ASRs) and Emergency Communications Devices (ECDs).
• Manage nationwide vendor partnerships and service-level agreements (SLAs) to ensure high-quality, timely repairs.
• Maintain and enhance Knightscope's service standards, including policies, procedures, and documentation.
• Oversee weekly interdepartmental meetings to address major machine issues, advanced repairs, and investigative cases.

2. Technical Support & Troubleshooting

• Provide remote and hands-on troubleshooting for robotic systems, assisting field technicians via phone and Zoom.
• Diagnose electromechanical issues, including microprocessors, sensors, feedback systems, and circuit analysis.
• Assist the Deployment Engineering & KNOC teams in equipment setup, issue identification, and service flow refinement.
• Develop and maintain service documentation, troubleshooting guides, and repair procedures.

3. Fleetwide Monitoring & Performance Analysis

• Analyze fleet-wide performance data to identify trends, prevent failures, and improve uptime.
• Implement proactive fleet monitoring solutions to enhance operational efficiency.
• Collaborate with engineering and product teams to resolve recurring technical issues and improve system design.

4. Process Improvement & Tool Development

• Assist in the creation and refinement of service tools, training materials, and diagnostic procedures.
• Identify quality control issues and recommend improvements for robotic hardware and software.
• Drive continuous improvement initiatives by leveraging data analytics and process optimization.

Qualifications & Skills

Experience & Education

• Required: 5+ years in field service, robotics, automation, security technology, or related industries.
• Strongly Preferred: College Degree
• Preferred: Background in electrical engineering, robotics, or mechatronics.

Technical Expertise

• Strong knowledge of mechanical assembly, circuit analysis, microprocessors, and troubleshooting robotic systems.
• Basic understanding of Linux-based systems and ability to perform light software scripting (e.g., Python, Bash, or C++).
• Experience in fleet data analysis and performance reporting.

Leadership & Problem-Solving

• Proven ability to lead teams, manage vendor relationships, and optimize field service operations.
• Excellent problem-solving and critical-thinking skills, with a focus on efficiency and process improvement.
• Strong project management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

Communication & Collaboration

• Exceptional written and verbal communication skills for documentation, training, and cross-team collaboration.
• Ability to interpret complex instructions and translate them into actionable service processes.
• Impeccable organizational skills and attention to detail.

Physical Requirements

• Ability to occasionally lift up to 50 lbs for hardware repairs.

Why Join Knightscope?

• Work with cutting-edge robotics technology in a rapidly growing industry.
• Join a fast-paced, collaborative start-up environment where innovation is encouraged.
• Be part of a team that is transforming autonomous security solutions for real-world applications.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other protected characteristic.