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About the Role
Serve as a vital link between customers and engineering teams, understanding on-site issues, triaging tickets, investigating and deploying fixes, and leading escalations. This role involves field work for repairs and deployments, ensuring customer satisfaction, and partnering with sales to improve performance and test new robot tasks. It offers an opportunity to impact Continuous Improvement and revenue while managing customer relationships in a fast-paced startup environment. Expect to be deployed at customer facilities 50-75% of the time.
Responsibilities
- Act as the face of Chef Robotics in the field, leading the in-field deployment and support of Chef’s robotic systems at customer sites
- Investigate customer issues, triage incoming tickets with relevant data, investigate to determine a fix and deploy fixes or mitigations
- Collaborate with Chef’s Applications and Engineering teams to prioritize to resolve production blocking issues
- Execute field break/fix hardware repairs and deploy and test new software
- Work with Chef’s Customer Success team to improve existing performance and to develop and test new tasks for the robot
- Serve as a touchpoint for the customer to ensure they have a great experience with our team and our product
- Be hands-on with in system break/fix
- Prepare and develop technical presentations to explain our company's products or services to customers
Requirements
- BS, MS, in Computer Science, Robotics, Electrical Engineering, Mechanical Engineering, or a related field
- Minimum 3+ years' experience in a customer-facing role in applications engineering, deployment, solutions engineering, or similar roles
- Prior experience in two or more of the following areas: machine learning, motion planning, robotics, computer vision, or control
- Prior experience with at least one of the following areas: product engineering, applications engineering, solutions engineering, sales engineering, forward deployed engineering
- Prior experience in API integrations for Support tooling development
- Demonstrated track record of shipping products quickly and efficiently
- Able to work independently and with minimal supervision
- Ability to travel at least 75% of your time is required
- Must be available to work a flexible schedule to support customers, including some weekends, nights, and on-call hours
- Familiar with Linux/Unix and/or Robot Operating System (ROS); Python or Linux experience is a plus
- Strong communications and project management skills to recognize, communicate, and properly document product issues, complaints and improvements
Skills
- machine learning
- motion planning
- robotics
- computer vision
- control
- product engineering
- applications engineering
- solutions engineering
- sales engineering
- forward deployed engineering
- API integrations
- Linux/Unix
- Robot Operating System (ROS)
- Python
Location
- customer sites
Work Type
- in the office
- in the field
- customer facing
- flexible schedule
- on-call
Experience Level
- 3+ years
Education Level
- BS, MS
About the Company
- early-stage startup