Service Programs Engineer

Target start date: Immediately. 

Location: Mountain View & Palo Alto, US (The role requires the candidates to be able to travel across different sites.)

Since its founding in 2015, 1X has been at the forefront of developing advanced humanoid robots designed for household use. Our mission is to create an abundant supply of labor via safe, intelligent humanoids. 

We strive for excellence in all we do, solving some of the hardest problems in robotics with the world’s most talented individuals. Every part of our robots is designed and produced in-house—from motor coils to AI—reflecting our vertically integrated approach. At 1X, you’ll own real projects, be recognized for your achievements, and rewarded based on merit.

We believe the best work is done when collaborating and therefore require in-person presence in our office locations. 

As we transition from R&D to large-scale customer deployments, our field-service organization must scale with speed, consistency, and measurable quality. The Service Programs role builds the “rails” that make that possible; defining, launching, and continuously improving the programs, tooling, and processes that keep robots online and customers delighted. You’ll work cross-functionally with Engineering, Product, Supply Chain, and Customer Success to turn ambiguous service problems into repeatable, data-driven solutions.

RESPONSIBILITIES

• Design & launch service programs that improve coverage, uptime, and efficiency (e.g., spare-parts logistics, remote diagnostics, training & certification, knowledge management).

• Own program roadmaps, from requirements gathering and ROI modeling through pilot, rollout, and post-launch optimization.

• Maintain the service plan ensuring that the organization is always staying ahead of customer need in an efficient way.

• Define metrics & dashboards for service KPIs such as MTTR, first-visit fix rate, and cost per serviced robot; drive accountability through regular business reviews.

• Stand up enabling infrastructure and tools (workflows, playbooks, tooling, integrations) so technicians and partners can deliver repeatable, high-quality service at scale.

• Manage service campaigns such as recalls and warranty management.

• Lead cross-functional projects that coordinate Engineering change management, firmware release readiness, and field retrofits.

• Document & communicate program status, risks, and wins to stakeholders from technician to C-suite.

• 5+ years in service, operations, or program management for hardware/robotics, industrial automation, or similar complex electromechanical products.

• Strong analytical skills; fluency with SQL/BI dashboards

• Cross-functional leadership and excellent written & verbal communication

• Comfort with fast-changing, ambiguous environments typical of high-growth startups
  

Nice to have

• Direct experience with humanoid or mobile robots

• ERP/field-service platform implementation experience

• Background in mechanical/electrical engineering or CS
  

Location Policy

We believe the best work is done when collaborating and therefore require in-person presence in our office locations.

Typical interview process 

• Introductions - interviews to learn more about you and talk about 1X and the role

  • Interview with a member of the Talent Acquisition team

  • Hiring manager / senior team member / technical interview

• Team interviews - technical interviews and deep-dives with team members. May include a take home challenge, presentation or problem-solving exercise

  • Technical deep-dive conversation with a team member 

  • Onsite interviews with team members 

• Final stages - you move to the final round

  • Expectation management with the hiring manager 

  • We will conduct reference checks

  • Job offer conversation 

Depending on the role and your background, additional interviews may be added. You are also welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.

We are a value driven team
These are the ideas that express our team’s culture and how we work:

Be Nice

Collaboration is our driving force. Our team creates an open, trusting environment where everyone can be their most creative.

Stay Smart

A world-changing team needs the brightest minds in every discipline. This is where people come to work, learn, and grow to their full potential.

Make History

Everything we do gets us closer to one ambitious vision: Creating an Abundant Supply of Labor using Safe, Intelligent Humanoids. We believe what we build today will impact generations.

We are an inclusive environment and value diversity of background, experiences and thought, and welcome applicants from diverse backgrounds to contribute to our mission.

We're excited to get to know you and the prospects of having you on board!