Kumbirai Masendu

Director of Field Services @Ocado Intelligent Automation

Toronto, ON, CA

Lead and manage a national or global team of field service engineers, technicians, and maintenance specialists supporting robots installed at customer sites.•Develop and implement service and maintenance strategies for autonomous systems, ensuring high reliability, uptime, and performance for the global fleet and for each customer\'s production operations.•Establish best practices for preventative maintenance, diagnostics, and emergency response protocols.•Drive continuous improvement in field service operations, leveraging KPIs, data analytics, and customer feedback to optimize workflows and technician performance.•Collaborate cross-functionally with engineering, product, manufacturing, and customer success teams to ensure seamless support and feedback loops.•Build and manage budgets, staffing plans, and operational processes to scale service operations effectively.•Oversee training and certification programs for field staff to ensure safety, technical competence, and customer-focused service delivery.•Manage vendor relationships for parts, logistics, and third-party service providers.•Ensure compliance with relevant safety standards, industry regulations, and company policies.•Drive the strategy for support tooling CMMS and ITMS • Maintain accurate records of service history, maintenance logs, and asset tracking for robotic equipment.•Act as an escalation point for complex technical issues or high-impact service disruptions.

CDI College

Diploma

Ryerson University

Bachelor of Technology Management

CDTI College

Diploma