Robot Teleoperations Support Specialist

Exol•Wilmington, MA

1d•Onsite

About The Position

Symbotic is seeking a Technical Support Specialist to join their Teleoperations customer support group within the perception software engineering team. This role is crucial for swiftly resolving issues using state-of-the-art tools in a dynamic environment. The specialist will be responsible for real-time problem-solving by temporarily assuming control of robots’ autonomy, ensuring seamless operation, and maintaining system efficiency. The Perception team focuses on developing and improving perception algorithms for robust and efficient robots in a warehouse environment using onboard sensors. Teleoperators are responsible for delivering solutions for storage and retrieval use cases within a fully autonomous structure operating hundreds of Symbots at customer sites.

Requirements

Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems.
Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint.
Excellent problem-solving abilities and abilities to manage multiple high-priority tasks.
Self-motivated, quick learner, and able to work well under pressure.
Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross-functionally.
Highly organized and detail oriented.
Must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
Responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

Responsibilities

Assist customers by utilizing our robots' vision system, ensuring efficient resolution of their needs.
Provide escalation support for short-term problem resolution activities.
Maintain a work ethic centered around customer satisfaction.
Work collaboratively in a team to accomplish tasks and be ready to tag team when necessary to ensure swift resolutions of the tasks that are spontaneously presented.
Regularly document solution processes and all customer and support activities.
Communicate within the team to identify and eliminate inefficiencies, providing feedback to team leaders for continuous improvement of perception services, software development, and quality.