Site Support Lead

ABOUT THE JOB

At FlexQube, we help manufacturers and logistics operations improve material flow through modular carts, tugger trains, AGVs, AMRs, and other material handling solutions. As our installed base continues to grow, strong onsite leadership at our strategic customer sites is essential to delivering reliable, around-the-clock service and a strong customer experience.

In this role, you will lead FlexQube’s onsite team at a customer site in the Fort Worth area, Texas, managing 3-5 Service Technicians and owning the delivery of 24/7 service and support for the AMRs, LiftRunner solutions, and related FlexQube equipment deployed in the building. You will be part of FlexQube’s Service and Aftermarket organization and report to the Aftermarket and Service Manager USA.

You will play an important role in:

- Leading and developing a high-performing onsite team that keeps the customer’s operation running through responsive 24/7 service support

- Owning FlexQube’s onsite presence and customer relationship at a strategic Fort Worth site, including service KPIs, escalations, and continuous improvement

- Strengthening product quality, service capability, and long-term customer partnership through close collaboration with service leadership, engineering, and operations

- Job will have bonus component for meeting uptime, response time and customer satisfaction targets

ABOUT YOU

You are a hands-on leader who enjoys developing people, driving onsite service excellence, and taking ownership of customer relationships in an operating industrial environment. You take pride in building a strong team and in getting equipment running safely and reliably.

You are comfortable leading in a 24/7 customer environment, balancing coaching with accountability, and stepping in hands-on when needed. You are resourceful, mechanically minded, and able to work across shifts while collaborating effectively with your team, engineers, service leadership, and customer stakeholders.

Competence Needs / We are looking for someone with:

Experience

- Experience in field service, maintenance, commissioning, manufacturing support, or a similar technical hands-on role, with a clear track record of growing into leadership or team lead responsibility.

- Experience leading, coaching, or supervising technicians or similar hands-on teams — including scheduling, shift coordination, performance management, and team development — is strongly preferred.

- Experience working with AMRs, AGVs, tugger train systems, automation, industrial equipment, or material handling equipment, ideally at customer sites, is strongly preferred.

Technical Skills

- Strong mechanical aptitude and ability to read drawings, assembly instructions, and technical documentation.

- Ability to troubleshoot equipment systematically, guide others through complex issues, and make sound technical decisions under production pressure.

- Comfort using standard hand tools, measurement tools, and common computer software for documentation, reporting, and scheduling.

- Basic electrical or controls knowledge is an advantage.

Work Style and Collaboration

- Strong leadership, coaching, and mentorship skills; able to set direction, give feedback, and hold the team accountable in a professional and supportive way.

- Strong communication and stakeholder management skills; able to represent FlexQube with customer leadership, Application Engineers, and internal service teams.

- Structured, dependable, and focused on delivering high-quality outcomes with a strong sense of ownership for the site’s overall performance.

Schedule and Practical Requirements

- Based in or willing to relocate to the Fort Worth area, Texas, and work onsite at the customer facility.

- Able to work the schedule required to lead a 24/7 customer operation — including flexibility to cover shifts, respond to escalations, and support the team outside of standard hours when needed.

- Valid driver’s license and reliable transportation to and from the customer site. Occasional travel (0-20%) to other FlexQube sites or customers for leadership, training, or coverage needs.

Physical and Safety Requirements

- Able to work on an active industrial site in a hands-on service and leadership environment while following all required safety procedures.

- Able to lift tools and components, work on your feet for extended periods, and perform practical mechanical assembly and service work.

- Commitment to safe work practices, quality, and professionalism in both customer and internal environments.

MAIN WORK AND TASK RESPONSIBILITIES:

Team Leadership and Development

- Lead a team of 3-5 Service Technicians providing 24/7 onsite support to a customer site in the Fort Worth area, Texas, including day-to-day direction, work assignments, and escalation handling.

- Coach, develop, and performance-manage team members; drive hiring, onboarding, training, and career development for the onsite team.

- Set clear expectations, provide regular feedback, and foster a high-performing, customer-focused, and safety-first culture onsite.

Onsite Service Delivery and Troubleshooting

- Own overall onsite service delivery for FlexQube equipment at the customer site, including AMRs, LiftRunner solutions, and related products.

- Act as the senior technical escalation point for the team, stepping in hands-on for complex troubleshooting, service recovery, and production-critical issues when needed.

- Oversee commissioning, installation, startup, and deployment of new or expanded FlexQube solutions added to the customer site, coordinating team resources and working closely with Application Engineers and other cross-functional colleagues.

Customer Relationship and Site Representation

- Act as the primary FlexQube point of contact onsite, building and maintaining strong working relationships with the customer’s operations, maintenance, and leadership teams.

- Represent FlexQube professionally onsite and ensure the team delivers a safe, efficient, and customer-focused service experience.

- Report regularly on service performance and KPIs (such as uptime, response time, and resolution performance) to FlexQube leadership and to the customer.

Shift Planning and Site Operations

- Build and maintain the shift schedule to ensure appropriate 24/7 coverage, including planning for vacations, absences, holidays, and peak customer demand.

- Oversee day-to-day onsite service operations — including equipment readiness, inspections, preventive maintenance, spare parts coordination, and repair follow-up — to keep AMRs, LiftRunner solutions, and related equipment performing reliably.

- Ensure smooth shift handovers, clear escalation procedures, and an organized, safe, and efficient onsite support environment in partnership with customer teams.

Technical Collaboration and Continuous Improvement

- Serve as the bridge between the onsite team and FlexQube engineering, operations, and service leadership, providing structured feedback to improve product quality, reliability, and serviceability.

- Drive continuous improvement initiatives at the site and support the creation and refinement of work instructions, service procedures, troubleshooting guides, and best practices.

- Contribute to continuous improvement efforts that strengthen FlexQube’s service capability and customer satisfaction.

Safety, Compliance, and Administration

- Ensure the onsite team follows FlexQube and customer safety procedures, site rules, shift handover protocols, and documentation standards.

- Oversee team timekeeping, service reporting, expense reporting, and other administrative requirements for the site.

- Monitor spare parts inventory, tool and equipment readiness, and site-related expenses; provide regular reporting on site performance to FlexQube leadership.

Pay: From $90,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Life insurance

- Paid time off

- Vision insurance

Experience:

- Field service: 1 year (Preferred)

Willingness to travel:

- 75% (Required)

Work Location: In person