Head of Fleet and Data

Job description

Job responsibilities

• Run the team: Hire and manage engineers across software and hardware, and the field support team, including its shift leads and on-call rotation, with a real career path for both
• Own the tools: The software the support team uses to see, decide and act, and the data it produces
• Fix the fleet: Lead investigations into field failures, add instrumentation where the data is missing, ship fixes, and work with product teams on the fixes that belong on their roadmap
• Make the robots need less help: Measure how often a robot needs a person, and drive that number down
• Face customers: Be the engineering voice a customer hears when something is wrong, and the one who tells them what changed

Job requirements

• You have managed engineers, and you have managed people who are not engineers, and you treated both as real teams
• You have built tools for operators and watched them use them
• You have shipped software to systems that were running in the field at the time
• You are comfortable in a conversation with a customer whose equipment is down
• You think in systems: when something breaks twice, you change the thing that let it break