At a Glance
- Tasks: Lead service engineering and aftersales support for cutting-edge humanoid robots.
- Company: Join Humanoid, the UK's pioneering AI and robotics company.
- Benefits: Competitive salary, stock options, paid vacation, and travel opportunities.
- Other info: Enjoy a startup culture with free meals and team events.
- Why this job: Make a real impact in robotics while collaborating with top-tier engineers.
- Qualifications: 10+ years in service engineering, ideally in robotics or industrial automation.
The predicted salary is between 72000 - 108000 £ per year.
Humanoid is the first AI and robotics company in the UK, creating the world\'s most advanced, reliable, commercially scalable, and safe humanoid robots. Our first humanoid robot HMND 01 is a next-gen labour automation unit, providing highly efficient services across various use cases, starting with industrial applications.
About the Role
As Head of Service Engineering & Aftersales, you will lead Design for Serviceability (DFS), in-field technical support, warranty policy, service cost optimization, and the infrastructure required to support customers globally. This role is deeply embedded in our Design for Excellence (DFX) culture. You\'ll partner with engineering, cost engineering, and supply chain teams to ensure supportable designs, efficient cost drivers and scalable reverse logistics. You will build teams, tools, and standards needed to deliver efficient, scalable, and seamlessly integrated service.
What You\'ll Do
Design for Serviceability (DFS)
- Lead the service engineering function, owning the DFS pillar of DFX, and ensuring serviceability is embedded into hardware and software development.
- Partner with engineering teams to influence designs that reduce MTTR, improve access, simplify diagnostics, and optimize reworkability, field replaceability, and repair pathways.
- Define, enforce, and manage serviceability standards and requirements for mechanical, electrical, and embedded systems, including developing reworkability strategies for major subassemblies and critical wear components.
- Review and approve major design changes for field impact and support readiness.
Aftersales Support Model
- Design and implement the global aftersales support model, including all service levels (self-service, remote assist, onsite support), case handling processes, tooling, and infrastructure for case tracking, knowledge sharing, and field diagnostics.
- Align support capabilities with commercial commitments, collaborating cross-functionally to meet SLAs and needs.
- Lead onboarding, documentation, and training for internal and external teams.
- Oversee spare/replacement logistics, coordinating with supply chain.
- Continuously improve the support model through field data, customer feedback, and internal metrics.
Warranty, Reliability & Cost of Service
- Define warranty policies, terms, and coverage. Track warranty metrics and drive root-cause on failures/returns.
- Collaborate to model and reduce cost of service, develop dashboards for monitoring service metrics, and provide inputs for cost/inventory planning.
Reverse Logistics & Supply Chain Partnership
- Partner with supply chain to define and implement global reverse logistics for spares, RMAs, repairs, and triage.
- Ensure repair flows are supported through documentation, tracking systems, and vendor management.
- Support planning/stocking of spare kits and collaborate on strategies for repair, refurb, and remanufacturing.
Feedback Loops to Engineering & Product
- Act as the voice of the field and the customer into engineering, directly feeding service insights to reliability and roadmaps.
- Collaborate to develop predictive maintenance and diagnostics strategies, maintaining closed-loop feedback from incidents to design changes.
Tools, Infrastructure & Enablement
- Define and implement requirements for service tracking, documentation, analytics, and customer-facing portals.
- Set standards for documentation and knowledge bases, and implement tooling for diagnostics and post-deployment insights.
- Partner with IT/software teams to assure robust, scalable digital support systems.
We\'re Looking For:
- 10+ years in service engineering, aftersales operations, or support leadership—ideally in robotics, automotive, industrial automation, or hardware systems.
- Proven DFS experience, influencing system-level designs.
- Familiarity with service cost modeling, warranty frameworks, lifecycle cost analysis, and reverse logistics systems.
- Ability to operate cross-functionally and scale complex systems, with experience building service teams and systems in high-growth environments.
- Structured communicator, metrics-driven, and empathetic toward operators, technicians, and customers.
Bonus Points
- Experience supporting high-value capital equipment, field-deployed robotics, or industrial automation
- Familiarity with FMEA, FRACAS, reliability modeling, and field diagnostics tooling
- Background in spare parts planning, depot repair operations, or service lifecycle systems (e.g., ServiceMax, Salesforce, custom platforms)
- Experience in B2B AND B2C service delivery models
What We Offer
- Competitive salary plus participation in our Stock Option Plan
- Paid vacation with adjustments based on your location to comply with local labor laws
- Travel opportunities to our Vancouver and Boston offices
- Office perks: free breakfasts, lunches, snacks, and regular team events
- Freedom to influence the product and own key initiatives
- Collaboration with top‐tier engineers, researchers, and product experts in AI and robotics
- Startup culture prioritising speed, transparency, and minimal bureaucracy
Head of Service Engineering & Aftersales in London employer: Humanoid
At Humanoid, we pride ourselves on being at the forefront of AI and robotics innovation in the UK, offering a dynamic work environment that fosters creativity and collaboration. As the Head of Service Engineering & Aftersales, you will not only lead critical initiatives but also enjoy competitive salaries, stock options, and a vibrant startup culture that values transparency and minimal bureaucracy. With opportunities for travel and professional growth alongside some of the brightest minds in the industry, Humanoid is an exceptional employer for those seeking meaningful and rewarding careers in cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Engineering & Aftersales in London
✨Tip Number 1
Network like a pro! Reach out to people in the robotics and service engineering fields. Attend industry events, webinars, or even local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a presentation that highlights your experience in service engineering and aftersales. Use real examples of how you've improved processes or solved problems in previous roles. This will make you stand out during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Research common questions for leadership roles in service engineering and practice your responses. Be ready to discuss your experience with Design for Serviceability and how you've influenced system-level designs.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us at Humanoid. Tailor your application to show how your skills align with our mission of creating advanced humanoid robots.
We think you need these skills to ace Head of Service Engineering & Aftersales in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Service Engineering & Aftersales role. Highlight your experience in service engineering and aftersales operations, especially in robotics or industrial automation. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about service engineering and how you can contribute to our Design for Excellence culture. Be sure to mention any relevant projects or achievements that showcase your expertise.
Showcase Your Cross-Functional Experience:In your application, emphasise your ability to work cross-functionally. We’re looking for someone who can partner with engineering and supply chain teams, so share examples of how you've successfully collaborated in the past.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Don’t miss out on this opportunity!
How to prepare for a job interview at Humanoid
✨Know Your DFS Inside Out
Make sure you understand the Design for Serviceability (DFS) principles thoroughly. Be ready to discuss how you've influenced designs in the past to improve serviceability and reduce MTTR. Bring examples of your previous work that align with Humanoid's focus on efficient service engineering.
✨Showcase Cross-Functional Collaboration
This role requires working closely with various teams, so be prepared to share specific instances where you've successfully collaborated across functions. Highlight your experience in aligning support capabilities with commercial commitments and how you’ve managed to meet SLAs effectively.
✨Demonstrate Metrics-Driven Decision Making
Humanoid values a metrics-driven approach, so come equipped with data that showcases your impact on service metrics. Discuss how you've used customer feedback and internal metrics to continuously improve support models and drive root-cause analysis on failures.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills in real-world situations. Prepare to discuss how you would handle specific challenges related to warranty policies, reverse logistics, or aftersales support models, demonstrating your strategic thinking and operational expertise.
