Service Manager
Mujin is a Tokyo-based industrial robotics company providing MujinOS, intelligent robot controllers, and automated robotics solutions for logistics and manufacturing.
Funding history
About Mujin, Inc.
Mujin develops and sells intelligent robot controllers and delivers robotics solutions. Its MujinOS platform integrates robots, AGVs, and automation devices using digital-twin-based control for industrial automation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and develop the Field Service team, oversee daily technical service operations, and coordinate resources, spare parts, and logistics. You will manage customer requests and escalations, service agreements and SLAs, ticketing and remote-support processes, KPIs, quality and safety compliance, and scheduled on-call duties.
Requirements
- Bachelor's degree in Engineering, Mechatronics, Industrial Automation, a related technical field, or equivalent practical experience
- 5–8 years of experience in technical service management, after-sales operations, or field service leadership
- Technical understanding of industrial robotics, automation systems, and related technologies
- Experience managing technical teams, service operations, customer escalations, and SLAs
- Familiarity with service ticketing systems, remote technical support, and service performance monitoring
- Leadership, organizational, problem-solving, and communication skills
- Professional proficiency in English
- Valid driver's license and willingness to travel up to 50% of working time
Responsibilities
- Lead and develop the Field Service team, including recruitment, onboarding, performance management, training, and workload planning
- Oversee installation, commissioning, maintenance, troubleshooting, repairs, and technical escalations
- Coordinate service resources, spare parts, and logistics
- Manage customer service requests, escalations, and satisfaction
- Develop and manage service agreements and SLAs
- Establish and manage ticketing and 24/7 remote-support infrastructure
- Monitor KPIs and improve service quality and operational efficiency
- Ensure quality and safety compliance and participate in scheduled on-call duties