Service Support Specialist

Boston Dynamics, Inc.; Waltham (MA); On-site; USD 55,000 - 70,000; Full time

Job summary

Boston Dynamics, Inc. is seeking a Service Support Specialist to join the Service & Customer Support team in Massachusetts.

You will own post-sales order accuracy, scheduling, and fulfillment for mobile robotics and automation solutions, collaborating across Operations, Production, Logistics, and Sales. Responsibilities include reviewing orders, tracking fulfillment, communicating status to stakeholders and customers, updating ERP systems, and resolving shipment issues.

Qualifications

• 2+ years of experience in customer support, order fulfillment or a related customer-facing role within the high tech or related industry.
• Bachelor’s degree or equivalent experience.
• Proficiency in CRM, ERP, and WMS used in order fulfillment operations.
• Strong attention to detail and accuracy, with the ability to identify discrepancies, maintain accurate records, and ensure tasks are completed correctly and efficiently.
• Strong time management and organizational skills to manage order volumes effectively.

Responsibilities

• Review sales orders after the sale to ensure all required information is complete, accurate, and ready for fulfillment.
• Monitor and schedule sales order fulfillment and delivery based on customer requirements, available inventory and operational capacity while collaborating with Operations, Production, Logistics, and Sales teams to prioritize shipments.
• Communicate order status, scheduling updates, delays, and changes to internal stakeholders and customers as needed.
• Ensure customer-specific shipping instructions and requirements are accurately communicated and followed.
• Assist with expediting urgent or priority orders while balancing operational requirements.
• Maintain accurate order records and update ERP/order management systems in real time with scheduling and fulfillment information.
• Investigate shipment or order issues and coordinate timely resolutions.
• Provide post-sales support to Sales and Customer Service teams by answering questions related to order status, availability, scheduling and shipment timing.
• Proactively identify potential fulfillment issues and elevate to minimize customer impact.
• Follow established procedures and controls to ensure orders are processed consistently and accurately.
• Support process-improvement initiatives designed to improve order accuracy, on-time shipment performance, and customer satisfaction.

Skills

Customer support

Order fulfillment

Attention to detail

Time management

Coaching others

Education

Bachelor's degree or equivalent experience

Tools

CRM

ERP

WMS

Job description

As a Service Support Specialist on the Service & Customer Support team, you will be responsible for supporting customers and internal teams throughout the post-sales order fulfillment process. This role focuses on owning post-sales order accuracy, scheduling, and fulfillment for industry-leading mobile robotics and automated warehouse solutions Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics.

How You Will Make an Impact:

• Review sales orders after the sale to ensure all required information is complete, accurate, and ready for fulfillment.
• Monitor and schedule sales order fulfillment and delivery based on customer requirements, available inventory and operational capacity while collaborating with Operations, Production, Logistics, and Sales teams to prioritize shipments.
• Communicate order status, scheduling updates, delays, and changes to internal stakeholders and customers as needed.
• Ensure customer-specific shipping instructions and requirements are accurately communicated and followed.
• Assist with expediting urgent or priority orders while balancing operational requirements.
• Maintain accurate order records and update ERP/order management systems in real time with scheduling and fulfillment information.
• Investigate shipment or order issues and coordinate timely resolutions.
• Provide post-sales support to Sales and Customer Service teams by answering questions related to order status, availability, scheduling and shipment timing.
• Proactively identify potential fulfillment issues and elevate to minimize customer impact.
• Follow established procedures and controls to ensure orders are processed consistently and accurately.
• Support process-improvement initiatives designed to improve order accuracy, on-time shipment performance, and customer satisfaction.

You Bring:

• 2+ years of experience in customer support, order fulfillment or a related customer-facing role within the high tech or related industry.
• Bachelor’s degree or equivalent experience.
• Proficiency in CRM, ERP, and WMS used in order fulfillment operations.
• Strong attention to detail and accuracy, with the ability to identify discrepancies, maintain accurate records, and ensure tasks are completed correctly and efficiently.
• Strong time management and organizational skills to manage order volumes effectively.
• Ability to coach colleagues informally on processes and product knowledge.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

The base pay range for this position is between $55,000 to $70,000 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting.

Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off and a annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.

We are growing rapidly, building a commercial company that delivers cutting edge technology and solutions to our customers from industrial applications to logistics and warehouse solutions.