Service Support Engineer

Slip Robotics•Casa Grande, AZ

About The Position

Slip Robotics is a B2B Robotics-as-a-Service company that builds, deploys, and maintains autonomous loading and unloading robots at warehouse and fulfillment sites across North America. The Service Support Engineer is described in the posting as the Associate Field Robotics Engineer and serves as the reliability execution layer within Service Delivery. The role owns fleet-wide reliability for deployed products, including root cause analysis and development of a preventative maintenance program as the company expands its enterprise accounts. This is an investigative, hands-on role. It builds on initial failure characterization from Diagnostic Engineers by forming and testing hypotheses, designing validation approaches, and conducting bench-level or field testing to confirm or eliminate root causes. The role partners with Quality to drive failures through corrective-action validation and closure. The position also establishes preventative maintenance infrastructure for legacy products where none exists. Using field failure history, technical documentation, reliability analysis, and hands-on product knowledge, it defines maintenance schedules, procedures, and intervals for SlipBot and SlipLift ALRs, then coordinates rollout and ongoing execution across active customer sites.

Requirements

3–6 years of experience in reliability engineering, sustaining engineering, field service engineering, or a closely related technical role with a strong failure-analysis component.
Demonstrated experience conducting structured root cause analysis using formal methodologies such as 8D, FMEA, fishbone/Ishikawa, 5-Why, or equivalent.
Ability to produce formal RCA documentation rather than only informal findings.
Hands-on electromechanical troubleshooting experience and the ability to perform bench-level validation independently.
Ability to form, design, and execute hypothesis-driven test plans and conduct structured investigations without waiting for direction.
Strong technical writing skills for clear, structured RCA reports, preventative maintenance procedures, and failure documentation usable by technical and non-technical audiences.
Comfort operating without established processes and building structure where none exists.
Ability to travel up to 50%.

Nice To Haves

Experience in robotics, industrial automation, warehouse automation, EV systems, or a hardware-as-a-service environment with assets deployed at customer sites.
Prior experience building or formalizing a preventative maintenance program, including defining intervals, writing procedures, and deploying them to a field team.
Familiarity with fleet monitoring tools, telemetry data, or operational dashboards used to identify failure trends across a distributed asset base.
Experience in a reliability or sustaining function absorbed by an operations or field services team rather than supported by a dedicated engineering organization.
Proficiency with Jira, Zendesk, Confluence, or similar ticket-management and technical-documentation platforms.

Responsibilities

Own fleet-wide root cause analysis for systemic failures across deployed products.
Conduct deeper analytical and hands-on investigations based on failure characterization from Diagnostic Engineers.
Form and test hypotheses through bench-level and field validation; design test protocols and execute them independently or with Diagnostic Engineers and Field Maintenance.
Produce formal RCA reports documenting failure evidence, causal chain, validated root cause, and corrective-action recommendations.
Partner with Quality to validate corrective actions and drive RCA findings to verified closure.
Distinguish systemic failure patterns from one-off incidents and escalate confirmed systemic issues through appropriate cross-functional channels.
Maintain the deployed fleet failure knowledge base, including RCAs, failure modes, corrective actions, and trend data.
Develop and deploy a preventative maintenance program for SlipBot and SlipLift ALRs, defining schedules, procedures, task descriptions, and intervals.
Work with Field Maintenance and Field Engineering to validate PM procedures in the field and revise them based on technician feedback and observed outcomes.
Manage PM program rollout across active customer sites and coordinate timely task execution with Field Maintenance.
Track fleet-wide PM compliance and resolve execution gaps with Field Maintenance management.
Update PM procedures as new failure modes are identified through RCA or field observation.
Serve as the primary reliability partner to Diagnostic Engineering by advising on complex failure characterization, reviewing initial analyses, and identifying failures warranting fleet-level investigation.
Partner with Quality on corrective-action validation and ensure findings are documented and tracked to resolution.
Present confirmed systemic findings to the Field Engineering Manager, Quality, and, where appropriate, Engineering and Manufacturing, using structured documentation.
Support the Field Engineering Manager in establishing reliability infrastructure, including documentation standards, RCA templates, PM tracking systems, and escalation criteria.
Support Diagnostic Engineer development by sharing failure knowledge, explaining analytical methods, and helping build diagnostic capability across the Field Engineering team.