Field Service Technician
Ocado Intelligent Automation - St. Louis, Missouri
Ocado is a robotics and artificial intelligence (AI) company that develops robots to solve real-world problems. Its mission is to enhance the lives of human workers with the power of AI robotics. Ocad’s cutting-edge technology is the foundation of several proprietary platforms, including CORE with AutoGrasp™, developed to operate robots autonomously in dynamic environments. Its team of scientists, engineers and business operators have set a new standard for reinforcement learning for robots. The company is co-located in San Francisco and Toronto and is part of the UK-based Ocado Group plc.
The company is growing rapidly and we are searching for individuals for highly impactful roles who are natural leaders, have great attention to detail, are proactive self-starters and interact easily with all levels of a high-performance team. The Field Service Technician (FST) is responsible for problem-solving and assisting in the resolution of matters brought forward by product support specialists. The FST is required to communicate with team members, customers and stakeholders in a strong manner to maintain a strong rapport.
What You Get To Do In This Role:
- Visit customer sites to troubleshoot robotic hardware issues
- Address and resolve complex issues escalated by the Service Desk
- Follow the escalation matrix for unresolved issues with the hardware and software teams as necessary.
- Utilize electrical wiring diagrams/schematics to troubleshoot issues.
- Diagnose and repair technical issues involving robotic machines, including mobile robotic solutions, network connections, and electrical malfunctions.
- Read and interpret device logs to identify and resolve problems.
- Review and understand standard operating procedures (SOPs), and implement changes related to the remote monitoring system to fix issues within the robotic machines.
- Manage onsite inventory and perform physical audits to ensure a sufficient supply of spare parts, and maintain a safe and organized work environment around equipment.
- Create and update tickets in the ticketing tool daily.
- Conduct preventative maintenance on robotic systems to ensure optimal performance and avoid potential problems.
- Travel to different sites as needed to provide on-site support for customers.
- Serve as the primary point of contact for the customer on-site, providing exceptional customer service and support.
- Responsible for communicating issues impacting the site to the team and documenting actions performed on-site.
- Participate in team meetings and continuous improvement discussions.
Qualifications
- With up to 1 year of experience in a similar role in a technical environment.
- Diploma / Bachelor in Electrical Engineering/ Computer Hardware and Software is an advantage.
- Strong understanding of electrical systems, network connections, and robotic technologies.
- Excellent troubleshooting and problem-solving skills.
- Effective communication skills with the ability to explain technical issues to non-technical users.
- Proficiency in using ticketing systems like Freshdesk, Jira,
- Knowledge of Inventory Management and Work order tools
- Ability to work independently and as part of a team.
- Customer-oriented attitude with a focus on providing high-quality service.
Other Qualifications
- Experience with repair and parameter setting on industrial robots
- Field experience, traveling to customer locations to perform repairs
- Experience working with remote teams via text to diagnose hardware issues
- Fluent in English and Spanish can be an advantage