Field Application Engineer

Responsibilities

• Resolve issues end to end
  • -Diagnose and settle every technical issue that does not require R&D involvement
  • -Isolate faults quickly and accurately, and make the call on what gets replaced
• Be the first call for US dealers
  • -Troubleshoot units with dealer technicians over phone, chat and email
  • -Get dealers unblocked the same day where possible
  • -Track open dealer cases through to closure
• Travel and go on-site
  • -Visit dealers on-site when an issue cannot be solved remotely
  • -Provide white glove service to users within the state where needed
  • -Expect regular regional travel, sometimes at short notice
  • -Deliver hands‑on technical training to new and existing dealers
  • -Build dealer capability so they can handle routine work without us
• Create and maintain the product knowledge base
  • -Use the knowledge base as your first reference on every case
  • -Document new faults and fixes as you resolve them
  • -Keep existing articles accurate as products and procedures change
  • -Translate what the user or dealer describes into precise technical terms for R&D
  • -Package R&D escalations with symptoms, steps taken, data and unit history
  • -Judge correctly what needs engineering and what does not
  • -Follow escalated cases through until the dealer or user has an answer
• Feed the field back
  • -Report recurring faults and product issues to the wider team
  • -Flag dealer friction points so they get fixed at source
  • -Share field observations that inform product and service improvements

• Hands-on technical background in robotics or similar complex hardware
• Strong diagnostic instinct. Comfortable working across battery, motor, controller and firmware-level symptoms
• Able to work independently and own a case from first report to resolution
• Clear communicator with both trained dealer technicians and non-technical end users
• Disciplined about documentation. If you dislike writing things down, this is not the role
• Willing to travel regularly across the region, sometimes at short notice
• Valid US driver's license and clean record

• Experience supporting a dealer, distributor or reseller network
• Delivered technical training to external partners
• Familiarity with ticketing tools such as Zendesk
• Conversational Spanish

Base Salary: $42,000–$60,000 per annum OTE

Job Type: Full-time

• 401(k)
• Workers' Comp
• Health insurance
• Commercial insurance (Company-provided commercial insurance, 100% employer-covered)
• Opportunities for advancement

We are committed to diversity and inclusivity in our hiring practices and strive to create a workplace that reflects the communities we serve.