Fleet Reliability Manager (Robotics Field Service)

Fleet Reliability Manager (Robotics Field Service)

Tutor Intelligence · Watertown, MA · Full-time · On-site

About Tutor

We believe general-purpose, generally intelligent robots will be built in our lifetimes — robots that work in our factories, move our goods, and eventually live in our homes. We build AI-powered autonomous robots (palletizers and case-pick units) and deploy them directly into the warehouses and fulfillment centers that need them. Every robot we build does real work in the real, physical economy every day.

We're motivated by atoms, not electrons. Keeping our fleet running in the field is one of the most important jobs in the company — and it's the job this role owns.

The Role

When a robot goes down, our customer feels it immediately — and so do we. Uptime is the promise we make every time we deploy, and we're looking for a hands-on technical manager to help own that promise across North America.

As Fleet Reliability Manager, you'll lead and grow the front-line team that keeps our fleet healthy: our Robotics Maintenance & Field Service Technicians and our Remote Technical Support staff. You'll own the day-to-day intersection of field service, technical support, reliability, and preventive maintenance — and partner closely with Engineering, Manufacturing, Supply Chain, Customer Success, and Deployment to drive down downtime and deliver an exceptional customer experience.

This is a role for a strong technical leader on the rise — someone with a few years of people-management experience who's ready to take ownership of a function and scale it. You build process instead of waiting for one, you develop the people under you, and you make good decisions with incomplete information. You're as comfortable reviewing reliability metrics in the morning as you are rolling up your sleeves on a tough repair or a critical escalation at night.

What you'll do

• Lead the team. Manage, coach, and grow a distributed team of field service and maintenance technicians plus remote technical support — hiring, onboarding, scheduling, and developing each person's career.
• Own uptime. Be accountable for fleet health and the metrics behind it: uptime, MTBF, MTTR, and PM compliance. Know the numbers, find the patterns, and act on them.
• Run the PM program. Build and continuously improve preventive maintenance schedules, playbooks, and standards that keep robots healthy before they fail — not after.
• Drive root cause. Lead structured root cause analysis on recurring failures and push corrective actions back into Engineering, Manufacturing, and Supply Chain so the same problem doesn't happen twice.
• Handle escalations. Be the calm point of ownership when a critical customer issue hits — coordinating the response, communicating clearly, and getting the robot back up fast.
• Build the systems. Stand up and improve the tools and processes (CMMS, ticketing, parts/inventory, dispatch) that let the service org scale as the fleet grows across North America.
• Partner cross-functionally. Be the voice of the field — feeding real-world failure data and customer reality back into product, manufacturing, and deployment decisions.
• Apply continuous improvement. Use Lean / Six Sigma thinking to cut waste, tighten cycle times, and make the whole service operation measurably better over time.

What success looks like in your first year

• Our reliability metrics are tracked, trusted, and trending the right direction.
• The PM program runs on schedule with strong compliance, and unplanned downtime is dropping.
• Your technicians are growing, well-supported, and clear on how they're measured.
• Recurring failure modes are being driven out at the root, not just patched in the field.
• Customers feel the difference in uptime — and so does the rest of the company.

What we're looking for

• Bachelor's degree in Engineering, Mechatronics, Industrial Technology, Operations, or a related technical field
• 4 years in field service, maintenance, reliability, automation, robotics, manufacturing, or technical operations
• 2–7 years directly managing people (field service techs, maintenance techs, engineers, or technical support staff)
• Strong hands-on understanding of electromechanical systems, robotics, automation, controls, or material-handling equipment
• Experience building or running preventive maintenance programs and owning PM compliance
• Track record of root cause analysis and driving corrective actions to closure
• Working command of reliability metrics: uptime, MTBF, MTTR, PM compliance, and fleet health
• Lean Six Sigma background (certification or applied experience) and a genuine continuous-improvement mindset
• Strong customer-facing communication and team leadership skills
• A builder's instinct — you create systems and processes, you don't just maintain them
• Ability to prioritize and execute in a fast-paced, high-growth environment
• Not afraid to step onto a warehouse floor — willing to travel up to 30% and support critical escalations when needed

Nice to haves

• Robotics, warehouse automation, or autonomous systems experience
• Experience growing a field service org or leading a remote technical support team
• Hands-on experience with CMMS, ticketing, and service management systems
• A history of owning uptime, reliability, or service KPIs
• Lean Six Sigma Green or Black Belt certification
• Military technical leadership background
• Startup or high-growth company experience

Compensation & Benefits

$110,000 – $160,000 a year, plus:

• Fully employer-covered health insurance
• Managed 401(k)
• Unlimited PTO and holidays
• Regular in-office meals and team social events
• A collaborative, low-ego culture where people are trusted to take ownership and solve real problems

Tutor is an equal opportunity employer and welcomes applicants from all backgrounds.