Job Title: Robotics Field Engineering II
Department: Robotics Field Engineering
Job Level: L4
FLSA: Exempt

Job Summary:

The position will deploy robots in a wide variety of industry settings as well as provide customer support both remotely and in person. This position will maintain robots and conduct basic to advanced field repairs of robots.

Key Duties/Responsibilities:

• Install and set up robots in various industry settings according to site specific requirements and specifications. Including but not limited to: restaurants, senior living communities, hotels, casinos, corporate campuses, sports venues, and more.
• Communicate robot deployment plans with the company’s customers.
• Collaborate with on-site customer contacts to ensure seamless integration of the robot into existing workflows.
• Conduct thorough testing of the robot to ensure optimal performance and functionality.
• Train end users on day-to-day operational use, upkeep, maintenance, and troubleshooting of the robot.
• Monitor and evaluate operational performance of customer robots during the deployment phase, recommending improvements to end users as needed.
• Ensure all support activities meet the planned time, cost and customer requirements.
• Ensure customer success by maintaining strong relationships and regular communication with the three pillars of our customer base: owners, operators and guests.
• Provide comprehensive customer support for both remote and onsite assistance.
• Respond promptly to both customer inquiries and technical support requests, addressing any issues or concerns.
• Answer incoming calls on the company’s customer hotline. Providing immediate support for robot operations.
• Reliably maintain current and accurate records of all customer support activities in the CRM.
• Meticulously maintain asset tracking records.
• Perform root cause analysis to determine reasons for product failures and execute corrective actions.
• Troubleshoot and diagnose technical issues with robots.
• Document and escalate customer support issues to second level support as needed.
• Collect and present product feedback, providing the “voice of customer” to internal teams.
• Occasionally test prototype product features to determine acceptability and recommend modifications.
• Carry out timely repairs to minimize downtime and maximize operational efficiency. Conduct Level 1 repairs to robots in the field.
• Perform routine maintenance tasks on deployed robots, including software updates, hardware inspections, and component replacements.
• Stay updated with the latest advancements in robotics technology, industry trends, and best practices.
• Contribute to the enhancement of existing products and systems by providing feedback and suggestions for improvements.
• Participate in knowledge sharing activities and training programs to expand expertise and skills.
• Ability to work flexible hours as our customers cover many industries and operating hours can vary day to day.
• Performs other related duties as assigned.
• Adhere to safety protocols and regulations during robot deployments.
• Identify and address potential safety hazards, taking appropriate measures to mitigate risks.
• Perform other related duties or specialized areas as assigned.

Supervisory Responsibilities:

• None

Required Skills/Abilities/Qualifications:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to read and occasionally edit code
• Great troubleshooting skills and ability to work under pressure
• Have a current, valid driver's license and a clean driving record
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Google Suite or related software.
• Proficient with Slack
• Ability to work independently

Preferred Skills/Abilities/Qualifications:

• Experience with the Linux Terminal
• Restaurant/Hospitality experience preferred
• Previous customer service experience preferred
• Experience with data visualization tools such as Looker, Tableau or PowerBI

Education/Experience:

• Bachelor’s or Master’s Degree or equivalent experience in computer science, software engineering, electrical engineering, robotics engineering or other engineering discipline.
• 2+ years of experience in a customer facing tech role.

Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Prolonged periods of sitting/standing at a desk and working on a computer. The employee routinely is required to sit; stand, walk; talk and hear; use hands to keyboard
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Overnight travel to other office locations and customer sites (up to 80%).
• Ability to lift 80 lbs.