Technical Customer Support Specialist

Robotics Manufacturer

Latest Job



  • / San Francisco
  • / Permanent
  • / $30 - $50
REF: VCO10634

Technical Customer Support Specialist

$30-50 per hour + benefits
San Francisco, California
*US Citizens/Green Card holders/TN only*

About the company 

They are a robotics manufacturer in the food and beverage industry looking to revolutionise physical industries such as food, transportation, and manufacturing.

Their mission is to transform the food assembly process through intelligent robots.

Founded over 4 years ago, they have experienced rapid growth and are looking to continue to expand their operations in the US.

Role Summary 

As a Technical Customer Support Specialist, you will serve as the primary onsite contact for robot installation, configuration, and operational qualification, as well as acting as a maintenance, troubleshooting and repair resource.

This includes supporting customers directly, over the phone and via messaging apps such as Slack, as well as indirectly by conducting in-office testing for enhancements and reproducing bugs found in the field. You will also be providing onsite training, testing of new configurations, and software updates.

Key Responsibilities

  • Respond to daily support queries from customers, troubleshooting them remotely, sending in outside professionals, or resolving problems on-site.
  • Visit client locations in the Bay Area regularly, staying in touch with customer colleagues who work directly with the robots, observing and providing recommendations for operational improvements, as well as teaching the customer team robot best practices.
  • Assist customer operations, and conduct testing at client locations and the company’s HQ. testing newly released software, developing new technology, and creating meals and ingredients just for certain customers.
  • Keep track of all communications with customers, repairs, and assistance requests, completely reporting issues found in the field to the technical team and working together to come up with a solution.
  • Identify, discuss, and appropriately record product flaws, complaints, and enhancements.
  • Organize your own, the vendor’s, and your teammates’ onsite schedules so that they meet client expectations.

Experience Required 

  • 3+ years of field experience in robotics, IoT, or similar hardware or software industries.
  • Ability to work on a flexible schedule to support customer schedules, including some nights, weekends, and on-call hours.
  • Availability to travel to customer sites when necessary (50% of the time).
  • Strong communication skills, both written and verbal.
  • Full driver’s license and willingness to use own car for work purposes.
  • Ability to do heavy lifting as necessary (30 lbs).

Nice to have 

  • Working level proficiency in Spanish
  • Experience creating SOPs and checklists.
  • Familiarity with Python and Linux.
  • Experience troubleshooting, debugging or repairing electrical and mechanical equipment.
Maximum file size: 512 MB.
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