Senior Service Upgrade Specialist

Who we areWith its A.I.

-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

What we need

The Senior Service Upgrade Specialist is responsible for planning, coordinating, and executing upgrades, modifications, and retrofit programs at customer sites. This role leads the execution of released engineering upgrades through structured field deployment, ensuring customer-site modifications are executed safely, consistently, and with minimal operational disruption.

What we doThe Lifecycle Management Team is part of Symbotic’s Service Operations organization and is responsible for ensuring our robotics systems deliver long-term performance, reliability, and measurable business value. We partner closely with customer executives, site leadership, and collaborate cross-functionally with technology, engineering, and site operations teams to optimize installed systems, drive operational excellence, and extend asset life. Our focus goes beyond maintenance.

We proactively identify and execute refurbishment, component upgrades, and modernization initiatives that enhance system capability, improve uptime, and maximize return on investment.

What you’ll doLead execution of field service upgrades and retrofit programs across multiple customer sites.

Develop structured deployment plans, including site-level scheduling, resource allocation, and readiness planning.

Coordinate implementation of engineering releases, technical bulletins, and design updates into executable field service upgrade plans.

Partner cross-functionally with Service Operations, Engineering, Supply Chain, and Customer teams to ensure availability of parts, tools, documentation, and labor.

Manage site-specific constraints, customer communications, access requirements, and operational downtime planning.

Monitor retrofit progress, completion status, budget adherence, and post-upgrade validation activities.

Ensure compliance with OSHA standards, safety protocols, quality requirements, and customer operational standards during modifications.

Troubleshoot complex electro-mechanical or automation systems issues encountered during upgrade execution.

Capture field feedback, lessons learned, and operational insights.

Utilize operational data and analytics to track performance, identify trends, and improve field deployment efficiency.

Serve as a primary point of contact for customers, internal stakeholders, and third-party vendors during upgrade execution.

Manage conflict resolution, crisis response, and issue escalation to maintain project momentum and customer satisfaction.

What you’ll need Bachelor’s degree in Engineering, Operations, or a related field (or equivalent practical experience).Minimum of 5 years of related experience or equivalent work  knowledge of electro-mechanical or automation systems, including maintenance, installation, and repair protocols.

Proven ability to manage multi-site deployments and coordinate cross-functional teams.

Experience managing budgets, labor tracking, and cost controls within field operations.

Strong organizational, communication, and stakeholder management skills.

Ability to operate effectively in dynamic, high-pressure site environments.

Approximate 60% may be required in support of the position’s responsibilities.

Our Environment Remote, field-based position.

Employees must have a valid driver’s license and the ability to drive and/or fly to clients and other customer locations.

Our head office is in Wilmington, MA. The person taking this position will be required to perform work at our customer distribution centers locations for extended periods of time where equipment is being installed and ready for commissioning.

The employee is responsible for owning a credit card and managing/submitting their expenses for reimbursed on a bi-weekly basis to Symbotic.

The employee is frequently required to walk and reach with hands and arms.

The employee is routinely required to work at heights of up to 45 feet and…