Robot Operations Specialist IV

STE Aethon, Inc•Pittsburgh, PA

About The Position

ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape. Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at [email protected] or call 412-322-2975 – ext. 160 Must be legally authorized to work in the United States for any employer without current or future employer-sponsored visa sponsorship. As a Robot Operations Specialist IV, you will play a key role in delivering exceptional support for Aethon's autonomous mobile robotic solutions. You will serve as a frontline resource for customers, troubleshooting technical issues involving robotic systems, software applications, hardware components, and electro-mechanical assemblies. You will be responsible for diagnosing issues, supporting service and repair activities, and ensuring timely resolution of customer concerns.

Requirements

Experience in technical support, field service, automation, robotics, or a related technical role.
Hands-on experience troubleshooting electro-mechanical systems, equipment, or automated machinery.
Experience diagnosing hardware, software, electrical, and mechanical issues in complex systems.
Strong customer service orientation and problem-solving abilities.
Working knowledge of electro-mechanical systems, including motors, sensors, actuators, controllers, power supplies, and communication networks.
Ability to read and interpret electrical schematics, wiring diagrams, mechanical drawings, and technical specifications.
Strong analytical, troubleshooting, and root cause analysis skills.
Proficiency with CRM, help desk, and service management platforms such as Jira or similar tools.
Excellent verbal and written communication skills.
Ability to work independently while collaborating effectively within a cross-functional environment.
Associate's or Bachelor's degree in Electrical Engineering Technology, Mechanical Engineering Technology, Mechatronics, Robotics, Industrial Technology, Engineering, or a related technical field.
Equivalent combination of education, military training, technical certification, and relevant experience will be considered.

Nice To Haves

Familiarity with robotics, industrial automation, material handling equipment, AGVs/AMRs, or similar technologies preferred.

Responsibilities

Diagnose and troubleshoot electro-mechanical systems, including motors, sensors, actuators, power systems, wiring, and robotic assemblies.
Support root cause analysis for hardware, software, and system integration issues.
Interpret electrical schematics, wiring diagrams, mechanical drawings, and technical documentation.
Collaborate with Engineering teams to identify and resolve product performance issues.
Provide technical guidance for field repairs, component replacement, and system restoration activities.
Support failure analysis efforts and recommend corrective actions to improve product reliability.
Provide technical support to customers through phone, email, and service management platforms.
Diagnose, troubleshoot, and resolve hardware, software, and system-related issues.
Escalate complex issues to appropriate internal teams while ensuring timely follow-up and communication.
Manage support tickets and service requests in accordance with established response and resolution targets.
Document issues, resolutions, and customer interactions accurately within service management systems.
Monitor open cases and ensure customers receive timely updates.
Identify recurring issues and provide recommendations for process, product, or service improvements.
Support initiatives designed to improve service quality, efficiency, and customer satisfaction.
Participate in continuous improvement efforts across support operations.
Maintain current knowledge of Aethon's products, software, systems, and support procedures.
Create and maintain support documentation, knowledge base articles, and troubleshooting guides.
Assist in testing and validating new product releases and support procedures.
Track and report service activity, customer feedback, and support trends.
Contribute data and insights that help improve product performance and customer experience.
Assist with identifying opportunities to reduce issue resolution times and improve service delivery.