Field Support Technician
$70,000–$100,000 year
HybridNew York, United States or Brooklyn, New York, United States
New York, United States or Brooklyn, New York, United StatesHybridFull Time$70,000–$100,000 year
Full Time
Job Summary
Diagnose and repair mechanical, electrical, and robotic issues in the field, swap components, and run preventive maintenance to keep the fleet healthy. Travel to customer sites to train employees on robot operation and provide outstanding remote customer service via Slack, text, or phone. Document every fix to accelerate remote resolution and bring the customer voice to product and software teams. When at HQ, assist with robot design, component selection, assembly, and testing. Monitor robot performance proactively to triage issues before they escalate.
Required Qualifications
- strong foundation in mechanical and electrical troubleshooting
- extreme sense of urgency
- knack for understanding how complex mechanical and electrical systems work
- ability to work closely with others
- ability to surprise and delight customers by building strong relationships
- ability to properly set and overdeliver on expectations
- thrives in a high-trust, high-autonomy environment
- not needing to be micromanaged on what the top priorities are
- frequent travel on short notice
- up to 3 or 4 weeks a month of travel
- schedule flexibility to flex with where the fleet needs you
- ability to diagnose and repair mechanical, electrical, and robotic issues in the field
- ability to swap components
- ability to run preventive maintenance
- ability to train and support customers' employees
- ability to use extensive knowledge from the field to bring the voice of the customer to product, software and ML teams
- ability to document every fix
- ability to provide outstanding remote customer service in slack, text, or over the phone
- ability to monitor robot performance and triage issues proactively
- ability to help build actual robots including being a part of the design and component selection process
- ability to participate in assembly and testing before deployment
Desired Qualifications
- Experience with CAD/CAM
- manufacturing methods including 3D Printing
- CNC machining
- electrical assembly
- Computer assembly
- administration
- networking
- Familiar and comfortable with VR headsets
- Experience building and troubleshooting robotic and mechanical systems
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