Field Support Technician

Ultra • Brooklyn, OH

1d • Hybrid

About The Position

We're seeking a Field Support Technician to join our NYC-based team and be the person who shows up when a robot can't be fixed remotely. When our remote support team hits the limit of what they can resolve over Slack or a phone line, you're on your way to the site to get the robot back into production. We're an early stage company moving very fast in a rapidly growing space, and we welcome people from any background as long as you're excited to join our mission, drive immediate impact, and create a future where automation is accessible to all.

Requirements

• Strong foundation in mechanical and electrical troubleshooting.
• Ability to work closely with others.
• Responsibility for working with customers to get the most out of our robots.
• Extreme sense of urgency to work quickly and decisively.
• Ability to think one step ahead.
• Frequent travel on short notice, up to 3 or 4 weeks a month.
• Field visits are dispatch-driven rather than multi-week sprints, so your schedule flexes with where the fleet needs you.
• Knack for understanding how complex mechanical and electrical systems work.
• Ability to put things together without the manual.
• Ability to surprise and delight customers by building strong relationships in every interaction and properly setting + overdelivering on expectations.
• Thrive in a high-trust, high-autonomy environment.
• Do not need to be micromanaged on what the top priorities are at any given moment.

Nice To Haves

• Experience with CAD/CAM, manufacturing methods including 3D Printing, CNC machining, and electrical assembly.
• Computer assembly, administration, and networking
• Familiar and comfortable with VR headsets
• Experience building and troubleshooting robotic and mechanical systems

Responsibilities

• Travel to our customer sites to diagnose and repair mechanical, electrical, and robotic issues in the field, swap components, and run preventive maintenance to keep the fleet healthy.
• Train and support our customers’ employees to get the most out of our robots.
• Use your extensive knowledge from the field to bring the voice of the customer to our product, software and ML teams as they design and build our robots and software.
• Document every fix so the remote team can resolve the same issue faster next time.
• When at HQ, help build our actual robots, from being a part of the design and component selection process, to assembly and testing before we deploy.
• Provide outstanding remote customer service in slack, text, or over the phone - monitor robot performance and triage issues proactively as they come up.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed