Hardware Program Manager - Field Operations (West Coast)

Robotic Assistance Devices

15d•Remote

About The Position

Robotic Assistance Devices (RAD) is at the forefront of the high-tech security landscape, pioneering robotics and artificial intelligence-based solutions that empower organizations with unprecedented insight. We tackle complex security challenges, stimulate new business innovations, and significantly reduce costs. Every robot and software solution are an in-house creation, ensuring total control over design, performance, quality, and the ultimate user experience. As we continue to grow, we are seeking to expand our dynamic Program Manager group, the core of our Operations Team. This critical role blends the technical rigor of a support escalation engineer with program management capabilities. The Hardware Program Manager is responsible for delivering and sustaining physical hardware deployments across customer sites, including installation, servicing, diagnostics, and repairs. This role serves as the primary client-facing lead while coordinating and remotely managing field technicians and vendors across distributed locations. Strong mechanical knowledge is essential, electrical engineering knowledge is a plus. This role requires residency in the Pacific Time Zone to support customer and technician coverage.

Requirements

3 - 5 years of experience in hardware deployment, field service, or infrastructure project management.
Strong mechanical knowledge, including hardware assemblies, mounting systems, and service procedures.
Hands-on experience managing hardware service, diagnostics, and repairs.
Proven ability to communicate directly with clients in delivery and service contexts.
Demonstrated experience remotely managing field technicians.
Ability to interpret mechanical drawings and service documentation.
Excellent organizational and problem-solving skills.
Must reside in the Pacific Time Zone.
Willingness to travel as required.

Nice To Haves

Electrical engineering knowledge, including power systems, grounding, and fault isolation.
Experience supporting data center, industrial, edge, or field-deployed hardware systems.
PMP or similar project management certification.
Familiarity with SLAs, incident management, and service operations frameworks.

Responsibilities

Lead end-to-end physical hardware deployments, from site readiness through installation and acceptance.
Develop and manage deployment schedules, milestones, and resource plans.
Coordinate mechanical installation, mounting, alignment, and physical integration of hardware.
Validate installation quality and ensure deployments meet acceptance criteria.
Manage ongoing hardware service activities, including preventive maintenance, diagnostics, and repairs.
Triage hardware issues, assess severity, and coordinate appropriate field response.
Support root cause analysis and corrective action planning.
Ensure timely resolution of service incidents in line with SLAs and client expectations.
Serve as the primary point of contact for clients for deployments and service engagements.
Lead client-facing meetings, service reviews, and escalation calls.
Communicate service status, repair timelines, and resolution plans clearly and professionally.
Remotely coordinate, direct, and support technicians performing installations, diagnostics, and repairs.
Ensure adherence to mechanical, safety, and service procedures.
Review service documentation, photos, logs, and completion reports.
Provide real-time guidance during on-site troubleshooting.
Provide regular updates on deployment progress, service metrics, and incident trends.
Drive continuous improvement in deployment and service processes.