- Lead and manage critical on-site and off-site support activities across multiple locations.
- Handle complex escalations and ensure timely resolution of high-impact issues.
- Coordinate with engineering, product, and operations teams to stabilize site performance.
- Monitor site KPIs, TAT, uptime, and service quality metrics.
- Support site go-lives, expansions, and hypercare phases.
- Conduct root cause analysis (RCA) and implement preventive actions.
- Design, implement, and standardize support processes, SOPs, and workflows.
- Establish escalation matrices, documentation standards, and compliance mechanisms.
- Drive automation initiatives for reporting, monitoring, and ticket management.
- Improve process hygiene, closure quality, and audit readiness.
- Create dashboards and analytics for performance tracking.
- Lead, mentor, and develop L1–L3 support teams and site engineers.
- Plan manpower allocation, shifts, and skill development programs.
- Conduct performance reviews, coaching sessions, and capability assessments.
- Drive team engagement, accountability, and ownership culture.
- Resolve conflicts and ensure high morale and productivity.
- Build succession plans and identify future leaders.
- Strong technical and operational troubleshooting skills
- Excellent stakeholder and customer management
- Process design and improvement expertise
- Team leadership and people development
- Analytical mindset with KPI-driven execution
- Strong communication and decision-making ability
- Bachelor’s degree in Engineering / Technology / Operations / Management
- 7+ years of experience in technical support, site operations, or service delivery
- 3+ years in a leadership or managerial role
- Experience in automation, robotics, manufacturing, or large-scale deployments (preferred)
- Exposure to tools like JIRA, ServiceNow, Power BI, or similar platforms (preferred)
Skills Required
- Bachelor's degree in Engineering, Technology, Operations, Management, or a related field
- 7+ years of experience in technical support, site operations, or service delivery
- 3+ years of experience in a leadership or managerial role
- Experience in automation, robotics, manufacturing, or large-scale deployments
- Experience with JIRA, ServiceNow, Power BI, or similar platforms
What We Do
Unbox Robotics builds software-defined robotics systems to enable logistics players to automate and radically improve their operations on-demand in a limited footprint and capital. We are applying proprietary Swarm Intelligence and ML algorithms inspired by nature to redefine the way companies sort and ship orders. Our 1st product UnboxSort is the world's first of its kind patented AI-powered parcel sorting robotic system that gets installed in <2 weeks, saves ~50% - 80% area, and improves productivity by > 3X to 5X. We have a strong team of alumni from the National University of Singapore, the University of York, and the Indian School of Business with international experience in robotics, manufacturing, and logistics. We are backed by 3one4 Capital, Sixth Sense Ventures, SOSV, Entrepreneur First, Redstart Labs (Info Edge), Arali Ventures, CIIE, Beenext, WEH Ventures, Force Ventures, Veda VC, and an impressive set of angel investors.
