Robotics Onboarding and Support Specialist
Simbe Robotics
Customer Service
Mobile, AL, USA · Remote
Posted on Nov 16, 2024
Job Description: Simbe is looking for an Onboarding & Support Specialist who will manage the deployment of robots in new retail locations, ensuring that product performance meets or exceeds customer expectations. This individual will be responsible for coordinating remote teams, troubleshooting product and network issues, and ensuring all deployment requirements are met on time and with high quality. The ideal candidate will have a passion for problem-solving, an understanding of robotics and network systems, and an ability to manage complex tasks across multiple teams.
Key Responsibilities:
- Facilitate Onboarding: Manage the onboarding process for new retail locations, ensuring products are deployed according to established timelines and customer requirements.
- Pre-deployment Requirements: Ensure all pre-deployment requirements are met, including confirming network credentials, docking locations, and defined traversal areas.
- Monitor Product Performance: Ensure that the deployed technology is performing at optimal levels and meeting customer expectations in terms of functionality, accuracy, and reliability.
- Troubleshoot Issues: Investigate and resolve network connectivity issues, product defects, and out-of-box problems to minimize downtime and ensure a seamless customer experience.
- Schedule Management: Develop and maintain traversal schedules for the robots, ensuring optimal route mapping and coverage in retail locations.
- Quality Assurance (QA): Perform quality checks for various parameters, including decode accuracy, out-of-stock (OOS) detection, price verification, location coverage, upload speed, and report timing to ensure performance meets quality standards.
- Remapping & Pattern Changes: Manage updates to traversal patterns and remapping of robots as needed based on store layout changes or performance optimization.
- Task Management: Coordinate with remote teams to track progress, resolve issues, and ensure the smooth deployment and operation of the technology.
Qualifications:
- Bachelor's Degree in technical or business field is preferred but not required.
- Experience in robotics, retail technology, or a related technical field is highly preferred. Familiarity with Linux systems, knowledge of robotics and ROS, and basic networking skills are plus.
- Strong troubleshooting skills, particularly with network issues and technical product performance.
- Ability to manage multiple tasks and deadlines in a fast-paced environment.
- Strong communication skills for coordinating between remote teams and stakeholders. Familiarity with Atlassian products, e.g. Jira, Opsgenie, and Confluence, is highly preferred.
- Familiarity with product performance reporting, QA processes, and data analysis (Excel-based).
- Detail-oriented with a focus on accuracy and quality in all aspects of deployment.
- Technical proficiency with software tools, reporting systems, and scheduling systems.
- Ability to adapt to changing requirements and troubleshoot issues quickly and effectively.
- Prior experience with robotics deployment or similar technologies is a plus.
Simbe Values: R. E. T. A. I. L.
Result Driven - We are customer-centric and results-driven. We strive to create immense value for our team, partners, customers, and investors.
Empathetic - We are sensitive and mindful. We support each other in challenging times, both professionally and personally.
Transparent - We highly value open communication internally, and with our partners and customers. We are receptive to feedback.
Agile - We are agile and always eager to learn. We quickly adapt to changes and customer needs.
Innovative - We are bold and innovative, with an intense focus on product design and user experience.
Leaders - We strive for excellence. We are accountable, the best at what we do, and leaders in our field.