Senior Service Engineer

Job Description

Job Description

Agility Robotics is a pioneer. Our robot, Digit, is the first to be sold into workplaces across the globe. Our team is differentiated by its expertise in imagining, engineering, and delivering robots with advanced mobility, dexterity, intelligence, and efficiency robots specifically designed to work alongside people, in spaces built for people. Every day, we break through engineering challenges and invent new solutions and capabilities that will one day make robots commonplace and approachable. This work is our passion and our responsibility : our mission is to make businesses more productive and people's lives more fulfilling.

About the role

The Service Engineer will play a crucial role in supporting the technical and tactical execution of Agility's service delivery strategy for their humanoid robots and related products. This position encompasses all in-house technical services ensuring success for break-fix support, help desk services, and other essential functions to achieve department and company objectives. The candidate is responsible for developing, implementing, monitoring and supporting robot repair / refurbishment processes, procedures and technical support for new and existing robot products for internal and external customers.

About the work

Provide engineering support for escalated issues during the repair of our robotic platform, Digit. This includes using custom test fixtures, developing and running python scripts.

Gain a comprehensive understanding of Digit and its software components to develop and refine repair processes and procedures. These will be documented and provided to technicians for use both in the factory and in the field.

Development, implement, and maintain cross-functional training, work instructions, best practices, and procedures to ensure high quality and meet customer needs, company goals, industry best practices, and regulatory requirements.

Train other technicians and engineers ensuring adherenace to customer Service Level Agreements (SLAs).

Support preventative and predictive maintenance schedules, including part consumption and order tracking, along with long-term forecasting.

Interface with Program Management and Engineering to relay feedback on key features and functions to enhance product reliability, product performance, and customer support.

Utilize metrics and KPI data to evaluate product quality and reliability, and lead initiatives to improve efficiency and productivity.

Identify and communicate resource needs and gaps to ensure customer on-time delivery.

Support departmental policies and procedure updates to improve team performance and best practices.

Support change management by coordinating and scheduling software, firmware and hardware released to the fleet(s), including special project support.

Support testing and quality assurance tasks as needed.

Collaborate with other departments as required to meet business needs.

About you

Bachelor of science degree in Engineering, Robotics, or related field.

Previous experience in technical support, repair, and refurbishment of complex electro-mechanical systems, preferably in robotics & automation.

Previous experience using command line interface in Linux.

Experience creating Python scripts to analyze data; developing diagnostic and / or P / F tests a plus.

Experienced performing diagnostic and troubleshooting of complex electro-mechanical systems.

Excellent communication and collaboration skills.

Familiarity with metrics and KPIs for assessing product quality and reliability.

Ability to work well both independently and within a team.

Strong organizational and time management skills.

Ability to provide clear direction and detailed updates to management.

Excellent analytical, verbal, written, and interpersonal communication skills.

Preferred :

Experience with Jira and Confluence, VKS, and INFOR ERP

Experience with project management and process improvement methodologies

Proficiency in using G-Suite

Experience using C or C

Benefits

• 401(k) Plan : Includes a 6% company match.
• Equity : Company stock options.
• Insurance Coverage : 100% company-paid medical, dental, vision, and short / long-term disability insurance for employees.
• Benefit Start Date : Eligible for benefits on your first day of employment.
• Well-Being Support : Employee Assistance Program (EAP).
• Time Off :

Exempt Employees : Flexible, unlimited PTO and 10 company holidays, including a winter shutdown.

Agility Robotics is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices, including harassment. Therefore, it is the policy of Agility Robotics to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Agility Robotics prohibits any such discrimination or harassment.

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