Technical Support Specialist - Robotics

Diligent Robotics; Austin (TX); On-site; USD 27,552 - 34,440; Full time

Benefits offered by this job

Free parking

Insurance including medical, dental, &

Vision

401K

Job summary

Diligent Robotics is seeking a customer operations specialist in Austin, TX to monitor and support a fleet of mobile service robots in hospital environments. The role requires strong communication, problem solving, and the ability to work across days, nights, and weekends as part of a 24/7 operation.

You will document issues, escalate when needed, and ensure an optimal patient and partner experience while collecting real-world feedback to continuously improve our autonomous robotics solutions.

Qualifications

• Good computing background and ability to quickly learn new software.
• Excellent written and verbal communication; able to convey information clearly to internal stakeholders.
• Organized and capable of juggling multiple tasks simultaneously.
• Self-sufficient and data-driven decision making; proactive problem solving.

Responsibilities

• Monitor a fleet of mobile service robots and provide live support and in-the-moment troubleshooting in a hospital environment.
• Document issues with detailed tickets and escalate unresolved items to other departments.
• Prioritize customer experience by communicating effectively and meeting or exceeding expectations.
• Collect data from real-world situations and provide detailed product feedback.
• Serve as an ambassador for the company.

Skills

Computing background

Written communication

Organizational skills

Independent work

Shift flexibility

COVID-19 vaccination

HIPAA training

Job description

What we’re doing isn’t easy. But nothing worth doing ever is.

We envision a future powered by robots that work seamlessly with human teams. We build the artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments. Join our mission-driven, venture-backed team as we build out our customer-facing operations arm.

As part of Diligent Robotics’ operations team, you will uphold the highest standards for safe clinical use of robots in real-world hospital environments. Through excellent communication, critical thinking, and documentation, you will work alongside your teammates to bring automation to healthcare. This position will work effectively as a team to ensure exceptional results to our hospital partners

This position is located in Austin, TX and you must be local, or a current Diligent Robotics employee, to be considered. This role will require flexibility due to us being a 24/7 operation and a shift schedule will be put in place that will require working days, nights and weekends.

Your responsibilities will include:

• Monitoring a fleet of mobile service robots and providing live support and in the moment troubleshooting in a hospital environment using problem solving skills
• Detailed ticketing of issues and situations unable to resolve at first touch to elevate internally to other departments
• Prioritizing the customer experience by communicating with them when needed, critical thinking for unplanned scenarios, and ensuring their expectations are always met or exceeded
• Collecting data in a variety of real-world situations, providing detailed and accurate product feedback
• Being an ambassador for the company

A good candidate would be, at minimum:

• You have a good computing background, and can quickly learn to use new software
• An excellent written and verbal communicator: you convey information to internal stakeholders in an organized and easily parsable manner
• Organized: you can juggle and make progress on multiple tasks simultaneously
• Self-sufficient and whip-smart: you get things done, learn what you don’t know, and can make data-driven decisions independently, as circumstances require
• Flexible and willing to work different shift hours, including early mornings, nights, and weekends: you understand that our customers (i.e. hospitals) are open 24/7, that our robots must be running smoothly all the time, and that your schedule may shift as customer needs change over time
• Willing to be COVID-19 and flu vaccinated and complete a HIPAA training course

The ideal candidate would be:

• Responsive and responsible: you commit to deadlines and err on the side of over-communication
• Results-oriented: you're happy to observe and take notes on end-users interacting with the robot all day if that's what it takes
• Vigilant about the details: you notice when a checklist item is left unchecked and it gnaws at you until it's done
• Passionate about healthcare and technology coming together to help people
• Willing to work holidays: you understand that our customers (i.e. hospitals) don't shut down during the holidays and neither can our robots
• A budding techy: you are the go‑to among friends for fixing their technical problems.
• Formerly employed or shadowed in the healthcare space: you have an insider understanding of the vernacular, organizational structure, and operational processes of hospitals
• Experience working with some of the leading experts in robotics
• Potential to radically change the future of healthcare
• Be part of a team environment
• Free parking
• Insurance including medical, dental, and vision
• 401K

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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