Robotics Escalations Specialist

Charlotte, United States | Posted on 01/16/2026

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+ years of equivalent experience in robotics, battery technology, mechatronics, electronics, or related fields.
• Demonstrable knowledge of technical customer service and sales principles and practices.
• Prior experience in high-pressure environments, dealing with complex customer issues, and navigating company protocols is essential.
• Hands‑on experience with electromechanical systems, diagnostic tools, and software interfaces.
• Strong problem-solving capabilities.
• Strong communication and interpersonal skills with the ability to maintain a high level of professional and courteous conduct with peers, internal, and external customers.
• Ability to travel up to 10%, including overnight stays; willingness to drive long distances or fly as required.

Benefits: You can count on our standard healthcare benefits, which include medical, dental, and vision coverage to keep you and your loved ones healthy.

Work/Life Balance: We get it — finding work-life balance is key. You'll have the option to work from home one day a week, which can help you better balance your professional and personal life.

Education Assistance: Positec is passionate about helping employees reach their full potential. We offer assistance with degree and certification programs to empower your career growth and development.

Professional Development: We promote ongoing learning and growth. Our support includes covering the costs of conferences and webinars that match professional interests.

Disability Coverage: Your well-being is our priority. We provide disability coverage to give you peace of mind during unexpected challenges.

Positec Tool Corp is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.