Field Service Technician

Skydio•San Mateo, CA

1d•$100,000 - $140,000•Onsite

About The Position

A Skydio Field Service Technician (FST) is responsible for conducting on-site maintenance, troubleshooting and repair of the Skydio X10 Dock products used by public safety, utility, infrastructure and other public and private entities that fly sUAS drones. FSTs report into the Customer Support Operation Team and work with other internal teams to diagnose issues on-site, perform preventative maintenance, replace hardware components, and restore systems to operational conditions. Flexibility in scheduling and travel availability is essential for success in this role. Technicians should expect frequent overnight travel throughout the US, assignments may require being away from home for multiple consecutive nights during the workweek. While the majority of work is performed during standard business hours, occasional evening and weekend work may be required to support customer operations, or urgent service needs. Business-related travel expenses, including airfare, lodging, ground transportation, and approved meals, are covered or reimbursed by the company in accordance with company travel and expense policies. An FST is expected to operate independently while maintaining strong communication with internal support teams while performing repair and preventative maintenance tasks. This position requires frequent travel, strong troubleshooting ability, professionalism in customer-facing environments, and the ability to conduct all work safely in a variety of field conditions.

Requirements

Experience in field service or related disciplines
Inquisitiveness that drives learning and situational assessment helpful to identify possible location-specific causes of product failures
Experience in mechanical, electronic, and network troubleshooting
Experience working with Atlassian Jira and Salesforce or equivalent ticketing and customer relationship management systems
Familiarity with cloud applications
Ability to travel up to 90% of the time
Able & willing to acquire FAA Part 107 certificate
Ability to utilize situational awareness and process/procedure documentation to consistently deliver high-quality outcomes efficiently
Knowledge of cloud connected devices and troubleshooting network connectivity issues
Superb communication skills, both written and verbal, and the ability to project customer empathy and build confidence in your ability to quickly resolve issues
Demonstrated excellent mechanical aptitudes required to repair complex and delicate components
Work directly with customers through proactive, metrics based engagement
Comfortable working in outdoor environments and working at height.
Ability to rent a car
2+ years experience in field service or related disciplines
Valid Drivers License and 3 years of Clean Driving Record
Must be able to lift 50lbs, climb ladders
Practical commitment to personal safety and use of PPE and task-related safety equipment at all time

Nice To Haves

Familiarity with robotic systems is a plus
A passion for flying and things that fly
Experience in areas such as UAS operations / piloting, Mapping, Surveying, or Photogrammetry
Utilities or Public Safety industries work experience.
Certifications in related fields/skills
Veterans with relevant experience are encouraged to apply

Responsibilities

Visit customers for break/fix or preventative maintenance as scheduled by our Field Service Coordinator.
Perform necessary repairs and/or inspections and quickly respond to unexpected challenges, always with the goal of finding the optimal path to an X10 Dock’s Return to Service (RTS) by minimizing downtime and ensuring a sustainable resolution.
Confirm the service appointment was completed to the customer’s satisfaction, and that all materials are accounted for and returned to the appropriate depots.
Update cases and work orders with detailed documentation of work completed.
Share feedback with product and manufacturing teams to improve future product reliability and ease of repair.