Robotics Field Engineer

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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.

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.

• None

• 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 Atlanta, GA or surrounding locations.

• 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 Power
  
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• 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.