Senior Managers of Robotics Technical Support
Berkshire Grey
IT, Customer Service
Bedford, MA, USA
USD 194,200-194,200 / year
Job Responsibilities:
The Senior Manager of Robotic Technical Support provides strategic leadership for a global technical support organization responsible for diagnosing, resolving, and preventing complex hardware, software, networking, and robotic-system issues across distributed production environments. This role oversees high-severity incident management, drives continuous improvement initiatives, partners with engineering and product teams to influence system reliability, and ensures exceptional customer satisfaction for mission-critical robotics solutions. The Senior Manager provides technical direction, operational leadership, and organizational development for a team of robotics support engineers and acts as a senior escalation point for
system-level issues.
Responsibilities include:
- Direct, develop, and mentor a multi-level team of Robotic Technical Support Engineers, manage fostering high-performance, customer-centric culture and establishing yearly
organizational goals, individual objectives, and professional development plans.
- Lead workforce planning, resource allocation, scheduling, and coverage for 24/7 operational support.
- Build organizational processes and frameworks that scale to support additional product lines, customers, and geographies.
- Serve as the senior escalation authority for critical production issues impacting robotics systems, distributed applications, networking infrastructure, and warehouse automation
equipment, and oversee the development and execution of structured escalation and emergency response plans.
- Coordinate cross-functional response with Engineering, Deployment, Supply Chain, Product Management, and Operations to ensure rapid triage, root-cause analysis, defect
identification, and implementation of permanent corrective actions.
- Advise executive leadership on emerging risks, systemic trends, and potentially critical customer situations.
- Apply advanced knowledge of robotics, Linux/UNIX systems, Kubernetes, networking, PLCs, hardware peripherals, ROS, and distributed systems to guide the team in resolving complex technical issues, including system troubleshooting, forensic analysis, and problem recreation.
- Review and validate technical solutions, diagnostic tools, scripts, dashboards, and automation (including AI-assisted tools) used by the support organization, and oversee the creation of troubleshooting scripts, health-check tools, and system-level monitoring solutions.
- Use operational metrics, case trends, and system telemetry (e.g., ELK, Kibana, Prometheus, PowerBI) to develop customer-facing and internal reports, drive continuous improvement initiatives, and establish feedback loops with Engineering and Product Management to reduce recurring issues and improve system reliability.
- Ensure customer satisfaction through proactive communication, periodic case reviews, and representation of the company in customer meetings, executive reviews, and escalations, providing clear summaries of impact, status, and action plans.
- Own talent management for the support team, including hiring, performance evaluations, promotions, compensation recommendations, and building scalable onboarding.
- Champion knowledge-sharing via tech talks, training sessions, lunch-and-learns, and creation of Confluence-based KB materials.
- Oversee budget and operational efficiency initiatives for the support organization, ensuring appropriate tooling, adherence to internal policies, uptime commitments, and customer contractual obligations.
Telecommuting is an option as long as the employee is based in the Bedford, MA region as the employee must conduct regular visits to company offices in the Bedford, MA region.
Travel Requirement: 5% domestic travel per year.
Education, Experience and Skills Requirements:
The employer requires a Bachelor’s Degree in Computer Engineering, Business Management, Electrical and Electronics Engineering, or a closely related field and at least seven (7) years of progressively more responsible work experience with hardware support operations and operating a technology software within the robotics or automation industry. Alternatively, the employer requires a Master’s Degree in Computer Engineering, Business Management, Electrical and Electronics Engineering, or a closely related field and at least five (5) years of progressively more responsible work experience with hardware support operations and operating a technology software within the robotics or automation industry.
In addition, the employer requires the following:
- Demonstrated ability leading and directing a workgroup within a robotics environment gained through at least three (3) years of work experience.
- Demonstrated ability communicating action plans and updates to customers, peers, and leadership gained through at least three (3) years of work experience.
- Demonstrated ability addressing customer needs gained through at least three (3) years of work experience in a customer-facing role.
- Demonstrated ability leading teams of varying technical capabilities gained through at least three (3) years of work experience in a team lead role.
- Demonstrated ability acting as an escalation point for critical issues raised by support management gained through at least three (3) years of work experience.
All years of experience may be gained concurrently
Salary: One hundred ninety-four thousand two dollars per year.
This position is eligible for Berkshire Grey, Inc.’s Employee Referral Program.
Applicants can send resumes to Berkshire Grey, Inc, 140 South Road, Bedford, MA 01730 (Attn: Req# HR2026-04) or apply online at https://www.berkshiregrey.com/careers/https://www.berkshiregrey.com/careers/