Locus Robotics · 1 month ago
Director of Field Services
Wilmington, MA
Full-time
Onsite
Director/Executive
10+ years expLocus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and intelligence to optimize operations. The Director of Field Services will lead the transformation of service operations for autonomous mobile robots across North America, focusing on designing a modern service model and collaborating with cross-functional teams to ensure operational excellence.
E-CommerceIndustrial AutomationLogisticsRoboticsWarehouse AutomationWarehousing
Responsibilities
Build, lead, and scale a field services organization of internal technicians and external partners
Develop and execute a long-term strategy focused on efficiency, cost control, and predictable fleet performance
Own technician scheduling, dispatching, and coverage models to improve response times and reduce travel
Standardize workflows and leverage tools (e.g., Salesforce Service Cloud) to manage cases and monitor fleet health
Define and report KPIs to track uptime, repair efficiency, and overall fleet health
Manage parts, inventory, and RMAs to ensure reliable, cost-effective repairs
Partner with Product and Engineering to identify failure patterns, perform root cause analysis, and drive design and firmware improvements
Ensure service readiness for new site launches, including staffing, training, tooling, and PM planning
Act as senior escalation point for service issues and deliver a consistent experience across all sites
Implement proactive service solutions that improve uptime and customer outcomes
Enforce standardized quality and safety procedures across all field activities and ensure compliance with site requirements
Collaborate across global and cross-functional teams to align field support with site performance needs and share best practices
Leverage fleet insights, field data, and analytics to anticipate failures, reduce downtime, and inform product roadmaps
Qualification
Required
Bachelor's degree in Engineering, Operations, or a related field
10+ years of experience in field services, technical operations, or support; robotics, automation, AMR/AGV, or material-handling experience preferred
5+ years leading a field service team, including distributed or remote technicians
Proven experience scaling field service organizations, including coverage models, staffing plans, PM programs, dispatch workflows, and parts management
Strong understanding of electromechanical systems, troubleshooting, and industrial or warehouse environments
Hands-on experience with Salesforce Service Cloud, Salesforce Field Service, workflows, queues, escalations, and reporting
Ability to lead and support high-travel field teams, optimize routing, and balance regional workloads
Customer-facing leadership experience with strong communication, escalation management, and relationship-building skills
Data-driven approach with a strong understanding of KPIs, productivity metrics, and cost optimization
Proficient English communication skills, both written and verbal, with the ability to engage diverse audiences effectively
Preferred
10+ years of experience in field services, technical operations, or support; robotics, automation, AMR/AGV, or material-handling experience preferred
Company
Locus Robotics
Locus Robotics is a warehouse robotics company that manufactures autonomous mobile robots to support e-commerce.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$416MKey Investors
Tiger Global ManagementZebra VenturesScale Venture Partners
2022-11-29Series F· $117M
2021-09-14Series E· $50M
2021-02-17Series E· $150M
Leadership Team
Rick Faulk
CEO
Sean Johnson
CTO
Recent News
2025-10-22
Company data provided by crunchbase