As a Product Support Engineer 3, you will join the Product Support Engineering team to support a wide range of robotics products and platform types for global customers. You will serve as a technical subject matter expert, providing critical support to field engineers and technicians who are diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment and software. Your daily responsibilities include identifying root causes, managing customer escalations, reporting bugs to engineering teams, and performing data analysis to improve installed base performance. You will utilize the MS Office suite while interpreting electrical and mechanical schematics and diagrams to resolve high-level technical issues. This role focuses on solving complex hardware and software malfunctions within a robotics context, ensuring reliable operation of sophisticated equipment through proactive troubleshooting, technical mentorship, and collaborative problem-solving across various internal departments.
Diagnose, troubleshoot, repair, and debug complex electro-mechanical equipment and software for global customers.
Act as a subject matter expert to provide technical guidance and solutions for high-level escalations.
Resolve issues that first-line product support is unable to isolate or fix.
Report design, reliability, and maintenance bugs to the engineering teams.
Analyze performance data to identify and communicate opportunities for equipment improvements at customer sites.
Partner with account teams to present root cause analyses and gain customer buy-in on proposed solutions.
Mentor field and account engineers by sharing knowledge and designing training sessions.
Manage projects and conduct customer escalation meetings to ensure the resolution of product issues.
What we're looking for
Minimum of 5 years of related experience with a Bachelor's degree; or 3 years with a Master's degree; or a PhD without experience; or equivalent work experience.
Ability to interpret and work from electrical and mechanical schematics, diagrams, and operating manuals.
Proficiency in the MS Office suite.
Experience formulating root cause hypotheses, analysis, and action plans using data analysis and success criteria.
Ability to provide remote and on-site escalation support while troubleshooting technical problems and coordinating multiple tasks.
Ability to work in a restricted clean room environment wearing personal protective equipment for prolonged periods.
Availability to work flexible shifts including nights, weekends, and holidays, with 40% travel both domestically and internationally.