SR ROBOTICS SUPPORT ENGINEER
DescriptionSR ROBOTICS SUPPORT ENGINEERWho WE AreST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at careers@aethon.com or call 412-322-2975 – ext. 160This position is not eligible for visa sponsorship.What YOU Will DoWe’re looking for a Sr Robotics Support Engineer who can own issues end-to-end, work closely with engineering and operations, and provide exceptional product support at our headquarters in the Strip District of Pittsburgh, PA. This position will report to the Director of Engineering in this highly collaborative role with significant impact across the organization.The Sr Robotics Support Engineer provides technical leadership for support of advanced electromechanical and robotic systems deployed at customer sites. This role serves as a subject-matter expert for troubleshooting, repair, root-cause analysis, and escalated field issues from block-diagram through schematic level.The position owns complex service problem resolution, supports remote and onsite triage/diagnostics, creates and maintains technical documentation and work instructions, and mentors service technicians and engineers. This role also acts as a critical feedback link between field performance, design engineering, and service operations to improve product performance and customer experience.Key ResponsibilitiesTechnical Leadership to improve uptime of deployed products and reduce the time to repair, while reducing the cost of support through accurate diagnostics and sustaining engineering analysis. Serve as the primary engineering escalation point for complex field and service issuesTrain and mentor technicians and junior engineers; provide ongoing technical guidanceSupport remote service and troubleshooting, including triage, fault isolation, and repair planningTechnical Expertise & Problem SolvingBecome the subject-matter expert on the system’s electrical architecture (block diagram through schematic level)Perform advanced troubleshooting, repair, and root-cause analysis of electromechanical systemsLead structured problem-solving efforts using methods such as 5 Whys and fault tree analysisBalance urgent customer-impact issues with durable corrective solutionsDocumentation & Knowledge ManagementCreate and maintain troubleshooting guides, repair procedures, work instructions, and service documentationTranslate complex electrical designs into clear, usable technical materialsCapture field learnings and service insights for broader organizational useCross-Functional CollaborationPartner with design engineering to resolve product design issues impacting field performance or serviceabilityCollaborate with field service teams to capture, analyze, and act on failure dataCommunicate technical findings, risks, and recommendations clearly to leadership and stakeholdersData Analysis & ReportingAnalyze field performance and service data to identify trends and systemic issuesDevelop and track service-related metrics such as issue recurrence and resolution timeProvide clear, actionable updates and recommendations based on data and field insightDesign for ServiceabilityInfluence product design decisions to improve maintainability, and field performanceIncorporate field feedback into new product introductions and design updatesRequirementsWhat YOU Need to Succeed:Essential QualificationsBachelor’s degree in electrical engineering or a related engineering field, or equivalent experience5+ years of experience supporting electromechanical or robotic systems in a field service, product support, or systems engineering roleStrong hands-on electrical troubleshooting, test, and analysis skillsProficiency reading and interpreting block diagrams, schematics, and wiring/harness drawingsExperience leading root-cause investigations and driving corrective actionsDemonstrated ability to mentor and provide technical leadershipStrong written and verbal communication skillsPreferred QualificationsExperience working closely with field service or customer support organizationsExposure to complex, regulated, or high-availability systemsExperience supporting remote diagnostics and global service organizationsKey CompetenciesSystems-level thinking and end-to-end issue ownershipStrong analytical and structured problem-solving skillsAbility to communicate effectively with both technical and non-technical audiencesSense of urgency balanced with disciplined executionContinuous improvement mindsetWhat SUCCESS Looks LikeFaster resolution of complex field and service issuesReduced repeat service problems and escalationsHigh-quality, usable technical documentation and training materialsStrong collaboration between field service and engineering teamsImproved customer experience through better field performanceSTE Aethon Inc. BenefitsMedical, Dental, and Vision coverage starting from start dateHealth Savings Account / Flexible Spending AccountFree Onsite Gym Immediate 401k vestingWellness Incentive ProgramLife & Disability InsuranceGenerous Paid Time Off We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.