Robot Operations Specialist IV

About the role

ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.

As a Robot Operations Specialist IV, you will play a key role in delivering exceptional support for Aethon's autonomous mobile robotic solutions. You will serve as a frontline resource for customers, troubleshooting technical issues involving robotic systems, software applications, hardware components, and electro-mechanical assemblies. You will be responsible for diagnosing issues, supporting service and repair activities, and ensuring timely resolution of customer concerns.

Responsibilities

• 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.

Requirements

• Experience in technical support, field service, automation, robotics, or a related technical