Robotics Escalations Specialist

Overview

The Robotics Escalations Specialist serves as a subject-matter expert in managing dealer and customer satisfaction and service delivery by addressing complex issues escalated for all robotic products. This role involves a deep dive into product issues, working closely with various departments to identify the root causes of problems, and devising effective solutions. The focus is on ensuring a seamless flow of communication between the dealers and customers and the organization, facilitating a resolution that not only addresses the immediate issue but also contributes to the improvement of overall service quality.

• Resolve high-level customer complaints and issues escalated by robotics specialists and technical specialists, ensuring a satisfactory outcome for the dealers, customers, and the company.
• Liaise with various departments, including technical support, quality control, and product teams, to gather information and coordinate efforts in resolving complex dealer and customer issues.
• Document and track escalated issues from initiation to resolution, maintaining clear and comprehensive records in the company’s CRM system (Hub Spot).
• Develop and implement strategies to reduce the volume of escalated issues by identifying patterns and root causes in collaboration with other teams.
• Conduct preventative maintenance, software updates, and performance checks.
• Deliver product training sessions for customers, technicians, and dealer teams.
• Communicate technical concepts clearly.
• Collaborate with engineering and product teams to share field and usability feedback.
• Assist in product testing, validation, and prototype evaluations as needed.
• Stay current on robotics, battery technology, IoT connectivity, and autonomous navigation trends.

• Technical degree or 3 plus years of equivalent experience in robotics, battery technology, mechatronics, electronics, or related fields.