Robotics Field Engineer I

Job Title: Robotics Field Engineer I
Department: Robotics Field Engineering
Job Level: L3
FLSA: Exempt

Job Summary:

The Robotics Field Engineer I will deploy, maintain, and support Bear Robotics' robotic solutions across a variety of industry settings, including restaurants, senior living communities, hotels, casinos, corporate campuses, and sports venues. This role provides both remote and on-site customer support, performs routine and Level 1 robot repairs, and contributes to product feedback and continuous improvement. The engineer will be on-call one weekend per month and travel frequently to customer sites and Bear Robotics' US offices.

Key Duties/Responsibilities:

• Install and set up robots in various industry settings according to site-specific requirements and specifications.
• Collaborate with on-site customer contacts to ensure seamless integration of robots into existing workflows.
• Conduct thorough testing to ensure optimal robot performance and functionality.
• Train end-users on day-to-day operational use, upkeep, maintenance, and troubleshooting.
• Monitor operational performance of deployed robots and recommend improvements.
• Respond promptly to customer inquiries and technical support requests, including hotline calls.
• Maintain accurate records of all customer support activities in the CRM and track assets meticulously.
• Perform root cause analysis and execute corrective actions for product failures.
• Troubleshoot and diagnose technical issues, escalating to higher-level support as needed.
• Provide feedback to internal teams to represent the “voice of the customer” and improve products.
• Occasionally test prototype features and recommend modifications.
• Perform Level 1 repairs and routine maintenance, including software updates, hardware inspections, and component replacements.
• Ensure adherence to safety protocols and identify potential hazards during deployments.
• Work flexible hours to support customer operations across multiple sites.
• Be on-call one weekend per month to provide urgent customer support.
• Travel frequently to regional customer locations and Bear Robotics' US offices.
• Perform other related duties as assigned.

Supervisory Responsibilities:

• None

Required Skills/Abilities/Qualifications:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Excellent organizational skills, attention to detail, and time management.
• Ability to read and occasionally edit code.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently in high-paced and sometimes stressful environments.
• Valid driver's license with a clean record.
• Proficiency with Google Suite and Slack.
• Current resident of Raleigh or Durham, North Carolina or surrounding locations.

Preferred Skills/Abilities/Qualifications:

• Experience with Linux Terminal or coding.
• Restaurant/hospitality experience preferred.
• Previous customer-facing technical support experience.
• Experience with data visualization tools such as Looker, Tableau, or PowerBI.

Education/Experience:

• Bachelor's Degree or equivalent experience in Computer Science, Software Engineering, Electrical Engineering, Robotics Engineering, or a related engineering discipline.
• Experience in a customer-facing technical role.

Physical Requirements:

The physical demands described here are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

• Prolonged periods of sitting, standing, and walking, including time at a desk and in industrial or customer environments.
• Frequent bending, stooping, kneeling, climbing, and reaching to install, maintain, and repair robots.
• Ability to lift and maneuver objects up to 80 lbs.
• Ability to operate hand tools, power tools, and testing equipment.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Ability to communicate clearly, hear, and respond effectively in noisy environments.
• Frequent travel to customer sites and overnight travel to other offices (up to 80%).

The pay range for this position is $58k - $72k base salary + discretionary annual performance bonus. Pay is dependent on the applicant's relevant experience.

Bear Robotics, Inc. is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.