Technical Support Specialist - Robotics

Diligent Robotics•Austin, TX

4d•Onsite

About The Position

As part of Diligent Robotics’ operations team, you will uphold the highest standards for safe clinical use of robots in real-world hospital environments. Through excellent communication, critical thinking, and documentation, you will work alongside your teammates to bring automation to healthcare. This position will work effectively as a team to ensure exceptional results to our hospital partners. This role will require flexibility due to us being a 24/7 operation and a shift schedule will be put in place that will require working days, nights and weekends.

Requirements

Good computing background, and can quickly learn to use new software
Excellent written and verbal communicator: you convey information to internal stakeholders in an organized and easily parsable manner
Organized: you can juggle and make progress on multiple tasks simultaneously
Self-sufficient and whip-smart: you get things done, learn what you don’t know, and can make data-driven decisions independently, as circumstances require
Flexible and willing to work different shift hours, including early mornings, nights, and weekends: you understand that our customers (i.e. hospitals) are open 24/7, that our robots must be running smoothly all the time, and that your schedule may shift as customer needs change over time
Willing to be COVID-19 and flu vaccinated and complete a HIPAA training course

Nice To Haves

Responsive and responsible: you commit to deadlines and err on the side of over-communication
Results-oriented: you're happy to observe and take notes on end-users interacting with the robot all day if that's what it takes
Vigilant about the details: you notice when a checklist item is left unchecked and it gnaws at you until it's done
Passionate about healthcare and technology coming together to help people
Willing to work holidays: you understand that our customers (i.e. hospitals) don't shut down during the holidays and neither can our robots
A budding techy: you are the go-to among friends for fixing their technical problems.
Formerly employed or shadowed in the healthcare space: you have an insider understanding of the vernacular, organizational structure, and operational processes of hospitals

Responsibilities

Monitoring a fleet of mobile service robots and providing live support and in the moment troubleshooting in a hospital environment using problem solving skills
Detailed ticketing of issues and situations unable to resolve at first touch to escalate internally to other departments
Prioritizing the customer experience by communicating with them when needed, critical thinking for unplanned scenarios, and ensuring their expectations are always met or exceeded
Collecting data in a variety of real-world situations, providing detailed and accurate product feedback
Being an ambassador for the company