Field Support Technician at Ultra — Brooklyn, USA | Base Career

Full Job Posting

You have a strong foundation in mechanical and electrical troubleshooting, but also enjoy working closely with others. You'll be responsible for working with our customers to get the most out of our robots, and you are excited about using your technical knowledge to empower them.
You bring an extreme sense of urgency to your work - you move quickly and decisively to get things done, and you are always trying to think one step ahead.
You won't be shying away from frequent travel on short notice, up to 3 or 4 weeks a month. Field visits are dispatch-driven rather than multi-week sprints, so your schedule flexes with where the fleet needs you.
You have the knack for understanding how complex mechanical and electrical systems work. Typically you like putting things together “without the manual”.
You know how to surprise and delight customers by building strong relationships in every interaction and properly setting + overdelivering on expectations.
You thrive in a high-trust, high-autonomy environment. You don’t need to be micromanaged on what the top priorities are at any given moment

Travel to our customer sites to: Diagnose and repair mechanical, electrical, and robotic issues in the field, swap components, and run preventive maintenance to keep the fleet healthy. Train and support our customers’ employees to get the most out of our robots
Diagnose and repair mechanical, electrical, and robotic issues in the field, swap components, and run preventive maintenance to keep the fleet healthy.
Train and support our customers’ employees to get the most out of our robots
Use your extensive knowledge from the field to bring the voice of the customer to our product, software and ML teams as they design and build our robots and software.
Document every fix so the remote team can resolve the same issue faster next time.
When at HQ, help build our actual robots, from being a part of the design and component selection process, to assembly and testing before we deploy.
Provide outstanding remote customer service in slack, text, or over the phone - monitor robot performance and triage issues proactively as they come up.

Field Support Technician