Field Service Manager

About Us & What We're Looking For We're a robotics manufacturer in the commercial kitchen equipment industry. Our flagship product, Alpha Grill, supports foodservice operators increase efficiency and output which ultimately leads to higher margins and stronger revenue. Check it out on our website! We believe the future is robotics and we're looking for someone eager to shape the next wave of technology in the foodservice industry. We prioritize those who come from the industry and have experience managing and shaping the way manufacturers service equipment and support their customers. If this is you, we highly encourage you to apply! About the Field Service Team The Field Service Team ensures Aniai builds lifelong customers across the globe. With the rapid deployment of our flagship product, Alpha Grill, our Field Service Engineers (FSEs) are out at customer sites training kitchen teams, leading installations and solving the unpredictable issues that happen in the startup environment. The Field Service Team has 8 members right now, 7 in Korea and 1 in our NYC HQ. We’re looking for another rock star to join our team in the early stages within the US market. NOTE: While our HQ is in NYC and we always value anyone living and working in this area, we are open to hiring across the US. We are prioritizing talent and prior experience in the industry over location for this role. About the Field Service Manager (FSM) Role We are looking for a rock-star FSM to build the field service team from the ground up. You will come in with some ready-to-go playbooks from our team in Korea, but we’re expecting you to bring rich experience in leading installations and maintenance for high tech machines, training and managing external service technicians, and building processes and infrastructure for how the team operates. You will manage our FSE from day one, and you will become the go-to expert for our customers and internal teams, lending your knowledge and skillset to optimize performance, provide technical support and education, and deliver exceptional customer service. Here’s the fine print: Customers Deployments: Install Alpha Grill in customer sites, ensuring proper configuration and calibration for optimal performance. User Training: Provide comprehensive training and guidance to customers on how to use Alpha Grill and what common issues they can self-resolve. Maintenance: Monitor Alpha Grill performance KPIs, identify areas of improvement, and promptly address customer concerns or issues. Troubleshoot issues remotely or conduct site inspections as needed. Carry out repairs, ensuring we meet standard service level agreements set. Service Providers & Technicians Trainings: Develop and lead training programs for onboarding 3rd party service technicians. Service Network Dispatch: Manage nationwide service network and dispatching service calls to appropriate technicians. SLA Management: Ensure service technicians meet SLAs and provide escalation training and response support when technicians do not achieve desired targets. Team Infrastructure Field Service Playbook: Build the team playbook, creating and managing KPIs against standard installation processes, site visits and general service calls. Service Manual: Build our first service manual, creating a comprehensive document which serves as the technical resource for all technicians. Miscellaneous Demo Unit Maintenance: Support our test kitchens and tradeshows with technical deployment setup and assistance. Product Recipe Testing: Support sales team by testing recipes coming from potential and existing customers on the Alpha Grill. Other: We’re a growing team! There will be plenty of opportunities to support other initiatives, including growth plans, user guides and manuals, etc. We ask Everyone at Aniai to: Love burgers. What is your favorite burger? We want to know! Communicate effectively and love cross-collaborative efforts. Our teams span across the US and Korea, which takes patience, kindness and communication to make it work. Have a hustle mentality, solve problems and act quickly. We’re a rapidly growing startup, we don’t have time to waste. (Bonus) Have experience in early-stage startups. (Bonus) Have experience in robotics, kitchen equipment manufacturing, or restaurants. (Bonus) You want to work out of our NYC HQ. We bring the snacks! We ask FSMs at Aniai to: Have made incredible impacts in their prior experience. We think this takes the equivalent of roughly 5+ years in Field Service to do. You will be the most accomplished field engineer on our team and your prior experience should show this. Have trained and led field service teams, including managing external technician networks nationwide. Deep experience building 0-1 processes and playbooks. Assume nothing exists today, we need you to build it. Have some experience or general awareness of managing P&L for the field service team. You may not have had direct control of the P&L in your prior experience but you’ve had exposure to it and understand how to reduce team costs. Be top tier communicators. You not only possess a deep understanding of technical concepts, but you also know how to communicate these to non-technical audiences with ease. Travel at least 50% to customer locations across the United States. We require a valid US Driver's License with a clean record. Solve problems every day. You most likely love puzzles and have a knack for finding creative solutions to the toughest issues. Be organized in their approach to customer deployments and maintenance. Startups are chaos so we aim to find someone methodical and logical in everything they do. (Bonus) Have experience in deploying and servicing robotic products! (Bonus) Have an engineering degree or understand deep mechanical issues. Don’t meet all our requirements? Don’t worry! We still want to meet you even if you find yourself only nailing 50%. So, if this feels like an incredible opportunity, apply anyways. We’re focused on one thing and one thing only – growth. Our benefits reflect our ability as an early-stage startup to give our employees the space and resources they need to focus on growth and be successful here at Aniai. We hope to continue expanding our benefits as we expand our business, but today we offer the following: Compensation at $80-100k based on prior experience Meaningful Equity 100% Covered Top-Tier Medical, Dental & Vision insurance 15 Days PTO + 5 Paid-Sick Days + 8 Company Holidays NYC HQ Loft with free coffee, snacks, drinks and more! Apple Macbook + other equipment necessary to do the job Team bonding activities Access to Alpha Grill, and we guarantee plenty of food!