Balyo

About the role

Reporting to the COO, the US Service Operations Manager will lead and scale BALYO’s service organization across North America. You will be responsible for the performance and availability of our autonomous robotic solutions in customer sites, managing a team of technicians and engineers while driving service excellence, operational efficiency, and customer satisfaction. As a key leader in our growth journey, you will help build a high-performing service organization capable of supporting an expanding installed base.

Key responsibilities

• Team Leadership: Recruit, train, and mentor technicians and engineers. Develop onboarding plans, ensure technical competency standardization, and set OKRs aligned with company priorities.
• Service Execution: Dispatch daily service resources (internal team or contractors) according to Project Manager or customer needs. Manage service ticketing platforms and KPIs. Support the Customer Success team with actionable feedback.
• Contractor & Partner Management: Define and execute outsourcing strategies with local partners in collaboration with the sourcing team.
• Continuous Improvement: Analyze performance metrics and processes to identify improvement opportunities. Collaborate with R&D and Operations teams to enhance tools, procedures, and training.
• Performance Tracking: Monitor and improve key metrics, including First Visit Fix Rate, Reaction Time, Mean Time To Repair, and Cost per Project/Phase. Implement digital service workflows with automated KPIs.

Profile & qualifications

• Bachelor/Master’s degree in Engineering or similar technical field
• Experience in operational service management; prior team management experience is mandatory
• Autonomous, entrepreneurial, and team-oriented
• Willingness to travel within assigned region

Why Balyo

Join a fast-growing robotics company where your technical expertise and leadership will directly impact customer satisfaction and operational excellence!