Service Support Engineer

Slip Robotics•Casa Grande, AZ

10h

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 Associate Field Robotics Engineer is the reliability execution layer within Service Delivery, owning fleet-wide reliability for deployed products and building the root cause analysis and preventative maintenance infrastructure needed as the company scales.

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 methods 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 ability to understand analyzed physical systems and independently perform bench-level validation.
Ability to form, design, and execute hypothesis-driven test plans and conduct structured investigations independently.
Strong technical writing skills for clear, structured, usable RCA reports, preventative maintenance procedures, and failure documentation for 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 for identifying 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, building on failure characterizations received from Diagnostic Engineers.
Investigate failures by forming and testing hypotheses, designing validation approaches, and conducting or coordinating bench-level and field testing.
Produce formal RCA reports documenting evidence, causal chains, validated root causes, and corrective action recommendations.
Drive RCA findings to verified closure in partnership with Quality, including corrective action validation and tracking.
Identify systemic failure patterns, distinguish them from one-off incidents, and escalate confirmed 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 the preventative maintenance program for SlipBot and SlipLift ALRs, defining schedules, procedures, tasks, and intervals.
Partner 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 rollout across active customer sites and coordinate with Field Maintenance to ensure tasks are completed on schedule.
Track PM compliance across the fleet and resolve execution gaps with Field Maintenance management.
Update PM procedures as new failure modes emerge 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 tickets that warrant fleet-level investigation.
Partner with Quality to validate corrective actions and formally document and track findings to resolution.
Communicate 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.
Contribute to Diagnostic Engineer development by sharing failure knowledge, analytical methods, and diagnostic capability.