Robotics Field Engineer I
- Atlanta, GA
- $59,000-73,000 per year
- Permanent
- Full-time
Department: Robotics Field Engineering
Job Level: L3
FLSA: ExemptJob Summary:The Robotics Field Engineer I will deploy, maintain, and support Bear Robotics' robotic solutions across a variety of industry settings, including restaurants, senior living communities, hotels, casinos, corporate campuses, and sports venues. This role provides both remote and on-site customer support, performs routine and Level 1 robot repairs, and contributes to product feedback and continuous improvement. The engineer will be on-call one weekend per month and travel frequently to customer sites and Bear Robotics' US offices.Key Duties/Responsibilities:
- Install and set up robots in various industry settings according to site-specific requirements and specifications.
- Collaborate with on-site customer contacts to ensure seamless integration of robots into existing workflows.
- Conduct thorough testing to ensure optimal robot performance and functionality.
- Train end-users on day-to-day operational use, upkeep, maintenance, and troubleshooting.
- Monitor operational performance of deployed robots and recommend improvements.
- Respond promptly to customer inquiries and technical support requests, including hotline calls.
- Maintain accurate records of all customer support activities in the CRM and track assets meticulously.
- Perform root cause analysis and execute corrective actions for product failures.
- Troubleshoot and diagnose technical issues, escalating to higher-level support as needed.
- Provide feedback to internal teams to represent the “voice of the customer” and improve products.
- Occasionally test prototype features and recommend modifications.
- Perform Level 1 repairs and routine maintenance, including software updates, hardware inspections, and component replacements.
- Ensure adherence to safety protocols and identify potential hazards during deployments.
- Work flexible hours to support customer operations across multiple sites.
- Be on-call one weekend per month to provide urgent customer support.
- Travel frequently to regional customer locations and Bear Robotics' US offices.
- Perform other related duties as assigned.
- None
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Excellent organizational skills, attention to detail, and time management.
- Ability to read and occasionally edit code.
- Strong troubleshooting and problem-solving skills.
- Ability to work independently in high-paced and sometimes stressful environments.
- Valid driver's license with a clean record.
- Proficiency with Google Suite and Slack.
- Current resident of Atlanta, GA or surrounding locations.
- Experience with Linux Terminal or coding.
- Restaurant/hospitality experience preferred.
- Previous customer-facing technical support experience.
- Experience with data visualization tools such as Looker, Tableau, or PowerBI.
- Bachelor's Degree or equivalent experience in Computer Science, Software Engineering, Electrical Engineering, Robotics Engineering, or a related engineering discipline.
- Experience in a customer-facing technical role.
- Prolonged periods of sitting, standing, and walking, including time at a desk and in industrial or customer environments.
- Frequent bending, stooping, kneeling, climbing, and reaching to install, maintain, and repair robots.
- Ability to lift and maneuver objects up to 80 lbs.
- Ability to operate hand tools, power tools, and testing equipment.
- Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Ability to communicate clearly, hear, and respond effectively in noisy environments.
- Frequent travel to customer sites and overnight travel to other offices (up to 80%).