Job Description - Lead Field Service Engineer - Robot Fleet Operations
Your New Role and Team
Sanctuary, a world leader in building AI-based control systems for humanoid robots, is looking to hire a Lead Field Service Engineer, for Robot Fleet Operations. Reporting to the Head of Special Projects, the role will manage commissioning, support, and maintenance of advanced humanoid robotic systems at customer sites, ensuring that our innovative solutions meet both our high standards and customer expectations.
As Sanctuary’s Lead Field Service Engineer, you'll be a valued part of the team as you support the continued improvement of our field service engineering and bring your exceptional organizational skills to plan robot deployments and iterate in real-time to meet project and customer objectives.
Our Success Criteria
Lead a team of technicians responsible for the commissioning, maintenance, and repair of our industry-leading humanoid robots at various customer locations
Collaborate with Program Managers to develop deployment schedules
Participate in commissioning, repair, and maintenance activities, providing hands-on expertise
Ensure the quality and precision of robot assembly and maintenance
Troubleshoot and resolve issues in real-time
Conduct site assessments to integrate robotic systems with existing customer infrastructure
Train customer personnel on the use of new systems and provide the necessary documentation for future reference
Implement and enforce safety protocols and quality control standards
Adhere to all applicable industry standards and regulatory requirements during each deployment, ensuring full compliance and documentation
Train and mentor team members to enhance their skills and knowledge
Foster a culture of teamwork and continuous improvement by collecting feedback and lessons learned from each deployment
Develop and monitor key performance indicators (KPIs) like downtime reduction, maintenance response time, and customer satisfaction to evaluate the team's performance effectively
Establish a structured feedback mechanism with engineering teams to ensure field issues are relayed back to product development for continuous improvement
Your Experience
Qualifications
Bachelor's degree in mechatronics, electrical, mechanical, physics engineering, computer science, or a related technical field, and/or equivalent work experience
Understanding of robotics and system integration in commercial or industrial settings
Strong organizational and real-time planning skills
Hands-on capabilities with the ability to actively participate in commissioning and maintenance and repair activities (both mechanical and electrical background are considered)
Ability to travel up to 50% of the time to customer sites
Work authorization for Canada and the United States
Skills
Excellent debugging and troubleshooting skills
Strong organizational and real-time planning skills
Data-driven decision-making and analysis
Demonstrated knowledge of configuration-management
Experience with tuning and operating control systems
Excellent documentation skills and on the fly problem solving skills
Clear communication skills, both with customers, management and engineering partners
The ability to manage multidisciplinary technical teams
Adapt to ambiguous situations and generate clarity
Ability to analyze and problem solve complex challenges
Traits
Above all else, a consistently positive attitude and a willingness to do whatever it takes to create robust solutions to complex problems
Customer-centric mindset; demonstrating in-person engagement with customers
Personable and able to work across multiple levels of the organization
Optimistic listening and conflict resolution capabilities
Demonstrated ability to influence others without authority
Eager to take on new challenges with tenacity and positivity
Patience, persistence, and attention to detail when resolving performance issues
Obsession with bringing human-like intelligence to machines
Strong mentorship and leadership development skills to foster sustained team growth, ensuring all technicians have the support to expand their skills and knowledge
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