Robot Operations Center (ROC) Specialist

Apptronik is building robots for the real world to improve human quality of life and to help solve the ever-increasing labor shortage problem. Our team has been building some of the most advanced robots on the planet for years, dating back to the DARPA Robotics Challenge. We apply our expertise across the full robotics stack to some of the most important and impactful problems our society faces, and expect our products and technology to change the world for the better.  We value passion, creativity, and collaboration to help us overcome existing technological barriers in the industry to create truly innovative products. 

JOB SUMMARY

Responsible for oversight of daily robot and system issues at both Apptronik and customer facilities. This role is primarily focused on the troubleshooting, triaging, and escalation of reported issues from our internal Robot Park team, and our customers. who work with the robots. You will work closely with cross functional teams, both gathering information to help you resolve, or collecting information to help them resolve the issues reported.  Will be responsible for output of tickets directly leading to reporting that impacts robot and process improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES

• Oversight and ownership of ticketing queues.  Ensuring that tickets have correct information, updates, resolution times, and are escalated correctly.  


• Ensure that movement is happening on issues in a timely manner to ensure adherence to KPIs and performance metrics.


• Develop an understanding of, and ability to troubleshoot entire system and explain via written communication how to troubleshoot and resolve.


• Documentation of process and procedure changes, or creation of new documentation, as issues are reported and resolutions are determined.


• Responsible for producing data driven observations regarding top issues to present to ROC leadership, engineering, and QA for system improvements.

SKILLS AND REQUIREMENTS

• Strong background in customer support


• Prior experience working extensively in ticketing systems with a focus on clear, well detailed documentation and data outcomes


• Salesforce and JIRA experience


• Ability to work cross departmentally to resolve issues.


• Previous experience creating and updating knowledgebase articles.

EDUCATION and/or EXPERIENCE

• High School diploma or GED required


• 2-3 years in a customer facing role


• Documentation of processes, knowledgebase, and training material creation

PHYSICAL REQUIREMENTS 

• Prolonged periods of sitting at a desk and working on a computer


• Must be able to lift 15 pounds at times


• Vision to read printed materials and a computer screen


• Hearing and speech to communicate

*This is a direct hire.  Please, no outside Agency solicitations. 

Apptronik provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.