Service Support Engineer
On-siteNorcross, Georgia, United States
Job Summary
Conduct fleet-wide root cause analysis for systemic failures across deployed Slip Robotics products by receiving structured failure characterization from Diagnostic Engineers and performing hands-on bench-level and field validation to confirm or eliminate root causes. Form hypotheses, design test protocols, and execute them directly or in coordination with Diagnostic Engineers to drive RCA findings to verified closure in partnership with Quality. Own the development and deployment of the preventative maintenance program for all deployed products, defining schedules, procedures, and intervals for SlipBot and SlipLift ALRs based on field failure history and reliability analysis. Partner with Field Maintenance to validate PM procedures before rollout, track compliance across the fleet, and update procedures as new failure modes are identified. Serve as the primary reliability partner to Diagnostic Engineering and Quality, documenting failure evidence and causal chains in formal reports that support engineering review and corrective action tracking.
Required Qualifications
- 3–6 years of experience in reliability engineering, sustaining engineering, field service engineering, or a closely related technical role with a strong failure analysis component
- Demonstrated experience conducting structured root cause analysis using formal methodologies (8D, FMEA, fishbone/Ishikawa, 5-Why, or equivalent)
- Hands-on electromechanical troubleshooting experience
- Ability to form, design, and execute hypothesis-driven test plans
- Strong technical writing skills
- Comfortable operating without established processes; able to build structure where none exists
Desired Qualifications
- Experience in robotics, industrial automation, warehouse automation, EV systems, or a hardware-as-a-service environment where assets are deployed and operated at customer sites
- Prior experience building or formalizing a preventative maintenance program — defining intervals, writing procedures, and deploying to a field team
- Familiarity with fleet monitoring tools, telemetry data, or operational dashboards used to identify failure trends across a distributed asset base
- Experience working in a reliability or sustaining function that was absorbed by an operations or field services team rather than supported by a dedicated engineering organization
- Proficiency with Jira, Zendesk, Confluence, or similar platforms used for ticket management and technical documentation
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