Robot Teleoperations Support Specialist

About the role

The Technical Support Specialist will play a pivotal role in swiftly resolving issues using state-of-the-art tools in a dynamic environment. Responsibilities include real-time problem-solving by temporarily assuming control of robots' autonomy, ensuring seamless operation, and maintaining system efficiency.

Responsibilities

• Assist customers by utilizing our robots' vision system, ensuring efficient resolution of their needs.
• Provide escalation support for short-term problem resolution activities.
• Maintain a work ethic centered around customer satisfaction.
• Work collaboratively in a team to accomplish tasks and be ready to tag team when necessary to ensure swift resolutions of the tasks that are spontaneously presented.
• Regularly document solution processes and all customer and support activities.
• Communicate within the team to identify and eliminate inefficiencies, providing feedback to team leaders for continuous improvement of perception services, software development, and quality.

Requirements

• Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems.
• Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint.
• Excellent problem-solving abilities and abilities to manage multiple high-priority tasks.
• Self-motivated, quick learner, and able to work well under pressure.
• Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross-functionally.
• Highly organized and detail oriented.

Qualifications

• Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
• Up to 20% of travel may be required.
• The position is onsite at our Wilmington, MA headquarters.
• Shifts may include, for example, 6:00 AM–2:00 PM, 2:00 PM–10:00 PM, or 10:00 PM–6:00 AM.
• Weekends and some Holidays on rotation.
• Participation in an “on-call” schedule to occasionally provide after-hours support.

Skills

• Proficiency in various computer programs and systems.
• Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint.
• Excellent problem-solving abilities and abilities to manage multiple high-priority tasks.
• Self-motivated, quick learner, and able to work well under pressure.
• Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross-functionally.
• Highly organized and detail oriented.

Benefits

• Medical
• Dental
• Vision
• Disability
• 401K
• PTO

Pay

The base range for this position in the posted location is $62,000.00 - $85,800.00. However, base pay offered may vary depending on job-related knowledge, skills, and experience.

Schedule

The position is onsite at our Wilmington, MA headquarters. Shifts may include, for example, 6:00 AM–2:00 PM, 2:00 PM–10:00 PM, or 10:00 PM–6:00 AM. Weekends and some Holidays on rotation. Participation in an “on-call” schedule to occasionally provide after-hours support.