Gatik AI - Sr. Field Service Team Manager
Requirements
• Experience: 5+ years of hands-on experience in technical field service, commercial fleet maintenance, or automotive/hardware technical operations, with at least 2+ years in direct people management. • Team Leadership: Proven track record of hiring, mentoring, and managing technical teams of technicians or diagnostic mechanics. • Team Leadership • Technical Escalations & Cross-Functional Work: Demonstrated ability to manage complex technical escalations and collaborate effectively with hardware and software engineering teams. • Technical Escalations & Cross-Functional Work • Upfit & Campaign Experience: Hands-on experience with vehicle upfits, sensor/hardware integration, end-of-line verification, and technical campaign/retrofit execution. • Technical Documentation: Ability to author clear standard operating procedures (SOPs), work instructions, and step-by-step technical documentation. • Technical Documentation • Diagnostic Expertise: Deep familiarity with vehicle diagnostics, electrical systems, CAN bus/telematics, and troubleshooting tools. • Diagnostic Expertise
Responsibilities
• Team Leadership & Operational Execution: Recruit, manage, and empower a high-performing team of Field Service Technicians, directing daily operations, performance, skill development, and career growth while fostering a culture of accountability and safety. • Team Leadership & Operational Execution: • Engineering Liaison & Support Architecture: Establish a field liaison program and tiered escalation framework to bridge communication between frontline technicians and central TechOps, driving rapid root-cause analysis and actionable feedback to engineering. • Engineering Liaison & Support Architecture: • Fleet Maintenance & Optimization: Partner with engineering to diagnose underperforming fleet assets and implement targeted maintenance strategies to maximize uptime, lower MTTR, and resolve recurring issues. • Fleet Maintenance & Optimization: • Autonomous Upfits & System Validation: Oversee physical upfits and End of Line (EOL) verification for compute, sensor, and hardware suites to ensure vehicles are fully operational before deployment. • Autonomous Upfits & System Validation: • Campaign Execution & Standard Work Documentation: Execute field vehicle campaigns and retrofits, establish clear standard work instructions, and train new maintenance vendors on operational standards. • Campaign Execution & Standard Work Documentation: • Quality, Safety & Regulatory Compliance: Enforce safety protocols, PPE usage, and workspace cleanliness while ensuring full compliance with DOT and FMCSA regulatory standards. • Quality, Safety & Regulatory Compliance:
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