Robotics Operations Engineer L3

Requirements

• 3-5years of hands-on mechatronics and/or robotics engineering experience
• Proven experience managing complex technical products with demonstrated ability to quickly learn and adapt to sophisticated solutions, particularly in the context of Botsync's AMR and automation systems
• Basic knowledge of electronics & electrical systems, automation systems &equipment like PLCs, conveyors, cobots etc.
• Familiarity with robotics or distributed systems concepts such as sensors, networking, real-time systems, and fault tolerance
• Experience working with Linux build systems and environments
• Excellent problem-solving and critical thinking skills
• Exceptional communication and interpersonal skills
• Ability to work both independently and collaboratively within a team
• Strong time management skills to prioritize and handle multiple tasks effectively
• Proven ability to troubleshoot and resolve technical issues efficiently
• Prior experience working on mobile robot solutions and ROS is an added advantage
• Must have good experience in ROS, Linux, Ubuntu, Python, C++ and basic mechanical/electrical skills
• Able to travel to sites 15-20% of the time

Additional Information

Customer Success & Technical Support Serve as Botsync's representative to Fortune 500 customers worldwide, ensuring product reliability, uptime, and a positive customer experience through swift issue resolution and proactive monitoring. Product Improvement & Engineering Bridge Act as a critical bridge between customers and Engineering, feeding field insights back to Product and Engineering teams to continuously improve our solutions. - Assume the role of Botsync's representative to our customers, providing exceptional technical support and engagement with our Fortune 500 customers around the world - Ensure our products' reliability, uptime and utilization after on-site deployment - Trouble shoot and resolve a diverse range of technical issues, diagnosing errors/downtime swiftly and identifying specific root causes - Manage and resolve customer escalations promptly, ensuring professional communication and swift resolution to maintain a positive customer experience - Ensure clear, timely and effective communication across all customer channels - Proactively monitor customer sites through dashboards, identifying and addressing potential issues before customers report them - Offer clear and concise instructions to customers, empowering them to resolve issues independently when possible - Prepare user interfaces for our customers using Botsync's no-code SyncOS platform - Foster a strong and trusting long-term relationship with our customers, regularly optimizing their robot fleet to ensure our solution meets their evolving production needs - Document all customer interactions, ensuring comprehensive and accurate records, to be used for future automated troubleshooting - Collaborate with team members and escalate complex issues to senior engineers when necessary - Build tools to automate and improve customer success processes, such as live dashboards, automated responses, etc - Stay abreast of Botsync's latest software releases and robotics products to provide our customers with the best-in-class experience - Partner closely with the Product and Engineering teams to implement regular software updates and preventative maintenance at customer sites - Strengthen our products' reliability and uptime by identifying gaps, weaknesses or bugs that surfaced after deployment at the customer site

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