Senior Service Engineer

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 Senior Service Engineer will play a crucial role in supporting the technical and tactical execution of Agility's service delivery strategy. This position encompasses all technical services and is pivotal in ensuring success in the following areas: break-fix support, help desk services, and other essential functions necessary to achieve the company's business objectives and year-on-year growth targets. The candidate will be responsible for defining, implementing, and monitoring processes and procedures essential for successful service delivery and fleet management as well as engineering changes to address field and reliability issues. 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 alignment with customer needs, company goals, industry best practices, and regulatory requirements. Ensure compliance with all customer Service Level Agreements (SLAs). Support preventative and predictive maintenance schedules, including part consumption and order tracking, along with long-term forecasting. Interface with Product Management and the Engineering Department to relay feedback on key features and functions to enhance customer support and product improvement. Utilize metrics and KPIs to evaluate product quality and reliability, lead operational process improvements and engineering changes to improve quality, reliability, serviceability, and drive cost reductions. Identify and communicate resource needs and gaps to ensure successful customer delivery. Continuously assess departmental performance and take timely action to address performance barriers and reinforce procedures, policies, and guidelines. Coordinate and schedule software and firmware releases to the fleet, including support for special projects. Support testing and quality assurance activities. Collaborate with other departments as required to meet business needs. About you: Bachelor's degree in Engineering, Robotics, or a related field. 6+ years relevant experience in technical support, repair, and refurbishment of complex electro-mechanical systems, preferably in robotics automation. Previous experience using command line interface in Linux. Previous experience creating Python scripts to analyze data and determine pass/fail criteria for diagnostic tests Strong diagnostic and troubleshooting skills. Excellent communication and collaboration abilities. Familiarity with metrics and KPIs for assessing product quality and reliability. Ability to work independently and as part of 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: Electrical or mechanical design experience in Altium and/or Creo is a significant plus. PLM system experience such as WindChi ... (truncated, view full listing at source)