Global Fleet Operations Specialist

Apptronik•Austin, TX

6d•Hybrid

About The Position

Apptronik is a human-centered robotics company developing AI-powered robots to support humanity in every facet of life. Our flagship humanoid robot, Apollo, is built to collaborate thoughtfully with people, starting with critical industries such as manufacturing and logistics, with future applications in healthcare, the home, and beyond. We operate at the cutting edge of Applied AI, applying our expertise across the full robotics stack to solve some of society's most important problems. You will join a team dedicated to bringing Apollo to market at scale, tackling the complex challenges like safety, commercialization, and mass production to change the world for the better.

Requirements

Working knowledge of Salesforce or modern ticketing/CRM platforms (e.g., Jira, Zendesk, ServiceNow).
Familiarity with or eagerness to learn basic Linux command-line tools and diagnostic interfaces.
Exceptional written and verbal communication skills; ability to articulate complex technical issues concisely to engineering teams.
1+ years of professional experience in technical support, IT helpdesk, fleet monitoring, or technical operations.
Familiarity with remote desktop, terminal tools, or telemetry data tools.
3+ years of hands-on experience in a technical discipline; complex electro-mechanical systems strongly preferred.
A strong aptitude for hardware repair, including component replacement, systematic fault isolation, and specialized tool usage.
Ability to translate a complex repair into clear, step-by-step documentation others can follow without ambiguity.
You don't just swap parts, you want to know why they failed. You hold a high standard for first-time-fix quality and leave things better than you found them.
High School Diploma or GED required; technical trade certification, associate's degree, or higher preferred.
3+ years of experience in electro-mechanical repair, robotics, avionics, industrial automation, or a related technical field.
Must be able to lift up to 45 pounds unassisted.
Must be able to work on-site

Nice To Haves

Prior experience working with robotics, hardware systems, complex electromechanical setups, or in a high-growth startup environment preferred.

Responsibilities

Actively monitor live fleet alerts and incoming case queues via Salesforce.
Perform initial Level 1 diagnostic analysis on reported anomalies using internal software tools to resolve issues directly, whenever possible.
Own end-to-end case tracking, ensuring every ticket is properly categorized, populated with accurate metadata, and managed through its complete lifecycle to maintain data integrity and improve fleet MTTR (Mean Time to Repair/Resolve).
Coordinate service requests and dispatch workflows for service teams, ensuring clear handoffs, accurate customer/fleet details, and timely execution against operational SLAs.
Compile diagnostic context, logs, and system states into standardized escalation packages before routing to Tier 2/3 service leads or engineering teams.
Act as “Mission Control” for GSS. You are the entry point for all customers, both internal and external.
Drive rapid issue resolution, maintaining fleet availability, and ensuring alignment across teams—keeping all stakeholders and customers informed as we progress towards resolution, escalating as needed.
Drive seamless shift handovers and status reports to guarantee continuous, uninterrupted coverage and zero drop-off in active incident tracking as global operations scale.
Own Internal Fleet Availability: Drive end-to-end troubleshooting, repair, and preventative maintenance for all robots within our internal fleet.
Serve as the primary bridge to Sustaining Engineering and cross-functional stakeholders. Because you see every hardware failure across our largest fleet, you surface trends and identify exactly where the design needs to evolve.
Before the field team receives a new repair manual or upgrade kit, you prove it works. You stress-test and refine work instructions until they are bulletproof for external use.
Manage the internal Repair Depot, handling escalated cases and full-robot RMAs from the field, performing deep-dive teardowns and component-level resolutions.
Ensure every service and repair task meets our standards for reliability and consistency. You build and maintain best practices that continuously raise the bar for fleet uptime.