Head of Platform Services Product Management

As a Product Support Engineer, you will be the primary field engineer responsible for ensuring reliable operations of Dexterity’s Mech systems at customer sites. This role bridges hardware, systems integration, and field operations with ownership of diagnostics, repairs, retrofits, and lifecycle service actions. You’ll lead on-site investigations, coordinate fixes, and interface tightly with both our Application Support team and core Engineering.

A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.

You will also manage warranty claims, track spares, and implement retrofits and system upgrades. Success in this role means hands-on operational excellence, a deep understanding of Physical AI systems, and the ability to communicate clearly with both technical teams and operations leaders.

Office desk-based tasks and lab-floor testing.

This position requires extended deployment to customer locations, with up to 80% of time spent stationed on-site.

On-site assignments will involve warehouse conditions (temperature variations, industrial noise) and prolonged standing or walks.

Assignments may span several weeks or months and are intended to minimize frequent travel by establishing a consistent presence at the customer site.

Ensure successful field deployment of new products by driving pilot execution, resolving early issues, and meeting customer KPIs.

Reliable Operations : Maintain high Mech system uptime by diagnosing root causes and executing rapid, durable fixes in the field.

Hardware Intelligence : Lead issue triage across electrical, mechanical, and electromechanical subsystems with support from HQ engineering.

Lifecycle Stewardship : Own warranty actions, spare part tracking, retrofit execution, and RMA processing for your assigned sites.

Collaborative Support : Partner with Application Support and TAC to troubleshoot complex cross-domain issues.

Customer Confidence : Act as the face of Dexterity Engineering in the field—resolving chronic issues and maintaining long-term system health.

Customer Trust : Become the named technical point-of-contact for one or more strategic sites.

Field Team Enablement : Provide real-time support and tooling guidance to product and hardware services teams at pilot and production sites.

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.

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

Familiarity with support tools and observability platforms (e.g., Experience supporting warehouse robotics or industrial automation systems

Prior field service engineering or hardware NPI commissioning experience

Knowledge of application-layer debugging, especially for real-time systems

Understanding of reliability modeling, FMEA, or service metrics (e.g., 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

~ We are an equal-opportunity employer and value diversity at our company. xklufbp We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.