Robot Master - Customer Service

Keywords Studios

20h•Onsite

About The Position

As a Robot Master, you will use cutting-edge technology to support autonomous vehicles (robots) in their day-to-day operations at customer warehouse sites. You will operate a remote tool and use surrounding cameras and tool indicators to determine whether robots can safely proceed or need assistance completing assigned missions. The sites operate 24/7, and the role involves rotating shifts and coordinating coverage with colleagues. The position is on-site at the company's office in Col. del Valle Centro, Benito Juárez, Mexico City. Candidates should live in Mexico City or Estado de México.

Requirements

Demonstrated accountability and reliability.
Strong spatial orientation skills, including the ability to identify the position or direction of objects or points in space.
Strong collaboration and teamwork skills.
Strong critical-thinking and problem-solving abilities.
Excellent attention to detail.
Ability to work autonomously and maintain focus throughout the shift.
Ability to learn and adapt to new technologies, including sophisticated software tools.
Proactive approach and ability to prioritize effectively.
Strong multitasking skills.
Flexibility and adaptability in a constantly evolving environment.
Curiosity and eagerness to learn.
Ability to follow technical instructions to resolve complex issues.
Good proficiency in English.
Live in Mexico City or Estado de México.

Nice To Haves

Valid driving license.
Experience working in a warehouse.
Experience with RTS, 2D/3D simulators, or racing games.

Responsibilities

Use remote control tools to monitor and assist robot navigation at designated sites.
Provide continuous support to designated sites and proactively identify and address issues that could disrupt production.
Coordinate with colleagues to ensure coverage at each site.
Document robot operations accurately and report daily status during the Daily Shift call.
Create tickets for issues and escalate them to Tier 2 support team members when necessary.
Identify critical issues and escalate them to the direct manager or next level as required.
Identify opportunities to streamline customer and robot operations and make recommendations.
Take initiative in assisting internal teams with project-related requests.
Help train new agents by shadowing and providing guidance.
Manage time effectively and prioritize tasks according to urgency and importance.
Meet or exceed departmental adherence goals by completing assigned tasks accurately and on time.