Senior Robotics Operations & Support Specialist

ST ENGINEERING AETHON INC; Franklin (Venango County); Sur place; USD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, and Vision coverage

Health Savings Account / Flexible SpM

Free Onsite Gym

Immediate 401k vesting

Wellness Incentive Program

Life & Disability Insurance

Paid Time Off

Résumé du poste

ST Engineering Aethon, Inc is a forward-thinking robotics company delivering autonomous mobile robotic solutions for health care and hospitality. The Robot Operations Specialist IV role focuses on frontline customer support, troubleshooting electro-mechanical systems, software, and hardware, and ensuring timely service resolution.

You will diagnose issues, provide field guidance, and collaborate with engineering to improve product reliability while maintaining thorough documentation and service

Qualifications

• Experience in technical support, field service, automation, robotics, or a related technical role.
• Hands-on experience troubleshooting electro-mechanical systems, equipment, or automated machinery.
• Experience diagnosing hardware, software, electrical, and mechanical issues in complex systems.
• Strong customer service orientation and problem-solving abilities.

Responsabilités

• Diagnose and troubleshoot electro-mechanical systems, including motors, sensors, actuators, power systems, wiring, and robotic assemblies.
• Support root cause analysis for hardware, software, and system integration issues.
• Interpret electrical schematics, wiring diagrams, mechanical drawings, and technical documentation.
• Collaborate with Engineering teams to identify and resolve product performance issues.
• Provide technical guidance for field repairs, component replacement, and system restoration activities.
• Support failure analysis efforts and recommend corrective actions to improve product reliability.
• Provide technical support to customers through phone, email, and service management platforms.
• Diagnose, troubleshoot, and resolve hardware, software, and system-related issues.
• Escalate complex issues to appropriate internal teams while ensuring timely follow-up and communication.
• Manage support tickets and service requests in accordance with established response and resolution targets.
• Document issues, resolutions, and customer interactions accurately within service management systems.
• Monitor open cases and ensure customers receive timely updates.
• Identify recurring issues and provide recommendations for process, product, or service improvements.
• Support initiatives designed to improve service quality, efficiency, and customer satisfaction.
• Participate in continuous improvement efforts across support operations.
• Maintain current knowledge of Aethon's products, software, systems, and support procedures.
• Create and maintain support documentation, knowledge base articles, and troubleshooting guides.
• Assist in testing and validating new product releases and support procedures.
• Track and report service activity, customer feedback, and support trends.
• Contribute data and insights that help improve product performance and customer experience.
• Assist with identifying opportunities to reduce issue resolution times and improve service delivery.

Connaissances

Electro-mechanical systems

Troubleshooting

Customer service

Knowledge of robotics

Root cause analysis

Formation

Electrical/Mechatronics degree

Outils

CRM

Jira

Service management platforms

Description du poste

ST Engineering Aethon, Inc is a forward-thinking robotics company delivering autonomous mobile robotic solutions for health care and hospitality. The Robot Operations Specialist IV role focuses on frontline customer support, troubleshooting electro-mechanical systems, software, and hardware, and ensuring timely service resolution.

You will diagnose issues, provide field guidance, and collaborate with engineering to improve product reliability while maintaining thorough documentation and service