Staff Service Support Specialist

Boston Dynamics • Waltham, MA

35d • $34 - $44 • Hybrid

About The Position

At Boston Dynamics, we create innovative machines that combine advanced control systems, software, sophisticated mechanical designs, onboard sensing and perception, and extraordinary behavior. We have a close-knit, hard-working team of engineers, technicians and other business professionals devoted to building and delivering the most advanced dynamic robots in the world. We are looking for someone who can work as a key member of our multi-disciplinary team to help us ensure that our current fleet of beta and customer robots stay well maintained and cared for. You will be critical to the smooth running of the service operation. Our mission? To change the idea of what robots can do for the world. You will be instrumental in helping us achieve our goal by maximizing productivity and uptime for both internal and external customers through the creation of world-class customer experience from contact to completion. This job will be of interest to you if you are highly organized with the strong ability to multitask, along with a deep-seated sense of empathy and responsiveness for our customers. Tasks will range from directly answering customer phone calls and e-mails, as well as ensuring that all relevant data and information is accurately recorded into our CRM system. A successful candidate must also demonstrate an ability to work in large teams and communicate effectively with others, across all levels, and multiple time zones. This will be a hybrid role based out of Waltham, MA. Day to day activities include: Field incoming service requests directly from our customers via phone and e-mail, adding all relevant and critical data into our CRM for advanced tracking and processing Coordinate and assign all service-related tickets and tasks, meeting all KPI requirements Collaborate and liaise with other departments to ensure timely resolution of service tickets Coordinate field service work and service order creation with both internal and external stakeholders, maintaining excellent communication throughout Ensure that a high level of customer satisfaction and support is maintained at all times

Requirements

• Excellent interpersonal communication skills with the ability to work amongst a team
• Good organizational and planning skills with the strong ability to multi-task
• A strong work ethic and a willingness to learn in a small team-based environment
• Proven track record demonstrating accuracy in data entry and processing
• Must possess strong problem-solving skills to address complex challenges
• Ability to follow written and verbal instructions with high attention to detail
• Great self-motivation, with exceptional time management skills along with the ability to properly prioritize tasks
• Basic computer skills (e-mail, spreadsheets) required, working knowledge of CRM is desirable

Responsibilities

• Field incoming service requests directly from our customers via phone and e-mail, adding all relevant and critical data into our CRM for advanced tracking and processing
• Coordinate and assign all service-related tickets and tasks, meeting all KPI requirements
• Collaborate and liaise with other departments to ensure timely resolution of service tickets
• Coordinate field service work and service order creation with both internal and external stakeholders, maintaining excellent communication throughout
• Ensure that a high level of customer satisfaction and support is maintained at all times

Benefits

• Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure.
• Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed