Sr Field Service Engineer

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. The Senior Field Service Engineering Lead provides technical leadership for field service support of advanced electromechanical and robotic systems. This role serves as a subject-matter expert for troubleshooting, repair, root-cause analysis, and escalated field issues from block-diagram through schematic level. The position owns complex service problem resolution, supports remote and onsite triage, creates and maintains technical documentation and work instructions, and mentors service technicians and engineers. This role also acts as a critical feedback link between field performance, design engineering, and service operations to improve product performance and customer experience.

Requirements

Bachelor’s degree in electrical engineering or a related engineering field, or equivalent experience
5+ years of experience supporting electromechanical or robotic systems in a field service, product support, or systems engineering role
Strong hands-on electrical troubleshooting, test, and analysis skills
Proficiency reading and interpreting block diagrams, schematics, and wiring/harness drawings
Experience leading root-cause investigations and driving corrective actions
Demonstrated ability to mentor and provide technical leadership
Strong written and verbal communication skills

Nice To Haves

Experience working closely with field service or customer support organizations
Exposure to complex, regulated, or high-availability systems
Experience supporting remote diagnostics and global service organizations

Responsibilities

Lead the technical execution of the Field Service team
Serve as the primary engineering escalation point for complex field and service issues
Train and mentor technicians and junior engineers; provide ongoing technical guidance
Support remote service and troubleshooting, including triage, fault isolation, and repair planning
Become the subject-matter expert on the system’s electrical architecture (block diagram through schematic level)
Perform advanced troubleshooting, repair, and root-cause analysis of electromechanical systems
Lead structured problem-solving efforts using methods such as 5 Whys and fault tree analysis
Balance urgent customer-impact issues with durable corrective solutions
Create and maintain troubleshooting guides, repair procedures, work instructions, and service documentation
Translate complex electrical designs into clear, usable technical materials
Capture field learnings and service insights for broader organizational use
Partner with design engineering to resolve product design issues impacting field performance or serviceability
Collaborate with field service teams to capture, analyze, and act on failure data
Communicate technical findings, risks, and recommendations clearly to leadership and stakeholders
Analyze field performance and service data to identify trends and systemic issues
Develop and track service-related metrics such as issue recurrence and resolution time
Provide clear, actionable updates and recommendations based on data and field insight
Influence product design decisions to improve maintainability, and field performance
Incorporate field feedback into new product introductions and design updates