Dexterity, Inc. · 1 week ago
Sr. Manager Product Service and Support
Redwood City
Full-time
Onsite
Mid, Senior Level
$150K/yr - $180K/yr
3+ years expDexterity is a leading company in robotics focused on transforming warehouse automation with their innovative technology. The Sr. Manager Product Service and Support will be responsible for ensuring reliable operations of Dexterity’s Mech systems at customer sites, bridging hardware, systems integration, and field operations while managing warranty claims and implementing system upgrades.
Artificial Intelligence (AI)LogisticsRoboticsSupply Chain ManagementWarehouse AutomationWarehousing
Responsibilities
Serve as the field technical lead for Mech product deployments and steady-state operations
Own root-cause analysis of hardware and system issues using field diagnostics, logs, and hands-on testing
Perform repair, replacement, and upgrade activities in coordination with the support and service teams
Collaborate with Applications Support to investigate application issues related to hardware triggers or sensor data
Maintain accurate site-level spares, log part replacements, and manage warranty workflows and RMAs
Execute retrofit procedures and validate system performance after changes
Document issue trends and create feedback loops to improve future design and serviceability
Train field personnel and integrators on proper hardware handling, calibration, and troubleshooting techniques
Create or contribute to service manuals, troubleshooting trees, and repair guides
Proactive Monitoring — Tune alerting rules, dashboards, and anomaly-detection models; perform trend analysis to prevent outages
Field Residency — Embed on customer site during go-live, major upgrades, or chronic issue hunts
Continuous Improvement Projects — Partner with Product Engineering on hardware improvements
Qualification
Required
Bachelor's degree in Mechanical, Electrical, Mechatronics, or Industrial Engineering or related field
3+ years in field service, product support, or hardware debugging roles in robotics, automation, or complex electromechanical systems
Physical ability to perform service tasks in warehouse environments, including equipment access, lifting, and calibration
Comfortable working extended hours or on-call rotations for high-severity incidents
Strong troubleshooting skills across electromechanical systems, pneumatics, drives, sensors, and industrial robotics
Comfort with Linux command line, log analysis, and basic application debugging (Python/SQL)
Familiarity with tools like Jira, Zendesk, and knowledge base platforms
Experience managing spares, executing RMAs, and coordinating with supply chain or service teams
Ability to read schematics, wiring diagrams, and mechanical drawings
Self-starter mindset, with ability to lead service actions under ambiguous field conditions
Strong communication skills to clearly explain findings and collaborate across functions
Familiarity with support tools and observability platforms (e.g., Grafana, Kibana, Foxglove, ArgoCD)
Self-starter mindset with a willingness to take ownership in ambiguous environments
Bias for Action — sense of urgency in production environments; willingness to “own the ticket” until closure
Preferred
Experience supporting warehouse robotics or industrial automation systems
Familiarity with EtherCAT, Beckhoff, or Elmo servo drive systems
Prior field service engineering or hardware NPI commissioning experience
Experience developing or maintaining diagnostic tooling
Knowledge of application-layer debugging, especially for real-time systems
Understanding of reliability modeling, FMEA, or service metrics (e.g., MTTR, MTBF)
Benefits
Equity grants
Benefits
Wellness resources
Company
Dexterity, Inc.
We deliver full-stack robot dexterity solutions for logistics, warehousing, and supply chain operations.
201-500 employees
H1B Sponsorship
Dexterity, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (14)
2023 (7)
2022 (25)
2021 (9)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
$291.2M2025-03-11Series Unknown· $95M
2021-10-13Series B· $140M
2021-10-13Debt Financing
Leadership Team
Samir Menon
Founder & CEO
Adam Kell
Product Manager
Recent News
2025-11-28
Crunchbase News
2025-11-01
Company data provided by crunchbase