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.