Program Manager

Program Manager

Robotic Assistance Devices (RAD) is at the forefront of the high-tech security landscape, pioneering robotics and artificial intelligence-based solutions that empower organizations with unprecedented insight. We tackle complex security challenges, stimulate new business innovations, and significantly reduce costs. Every robot and software solution are an in-house creation, ensuring total control over design, performance, quality, and the ultimate user experience. As we continue to grow, we are seeking to expand our dynamic Program Manager group, the core of our Operations Team. This critical role blends the technical rigor of a support escalation engineer with program management capabilities.

Key Responsibilities

· Act as the primary escalation point for complex technical issues across RAD’s robotics and software platforms.

· Perform root cause analyses for software and hardware issues, implementing corrective actions and preventive solutions.

· Collaborate with cross-functional teams to ensure timely resolution of critical incidents.

· Develop and maintain technical documentation for troubleshooting processes and common issues.

· Provide on-site and remote support for hardware deployment and low-voltage system troubleshooting.

· Oversee the integration and testing of RAD’s software platforms with proprietary robotics hardware.

· Manage software updates, ensuring minimal disruption to end-users and compliance with security standards.

· Partner with developers to translate customer feedback into actionable product enhancements.

· Provide hands-on demonstrations and training for RAD’s software solutions, tailoring sessions to meet diverse client needs.

· Collaborate with customers to define success criteria for deployments, ensuring measurable outcomes and high satisfaction rates.

· Gather customer feedback to guide product enhancements and improve service delivery.

· Work alongside the hardware deployment team, focusing on troubleshooting low voltage systems, ensuring all connections and configurations meet performances standards within our software platform.

· Identify and resolve bottlenecks, ensuring smooth project execution and on-time delivery.

· Ensure smooth integration of software updates with minimal disruption to end-users.

· Participate in regular progress updates for internal and external stakeholders, maintaining transparency.

· Deliver clear, concise, and effective communication to both technical and non-technical stakeholders.

· Navigate high-pressure situations with professionalism and poise, maintaining strong relationships with stakeholders.

· Stay informed on advancements in AI, robotics, and security technologies, leveraging this knowledge to enhance RAD’s offerings.

· Participate in training initiatives to ensure team members and clients are proficient with new software features and tools.

· Regularly review and optimize workflows, adopting emerging methodologies to improve efficiency.

· Foster a culture of collaboration and knowledge sharing within RAD’s Operations Team.

· Act as a mentor to junior team members, helping them develop technical and program management skills.

· Engage in daily stand-ups and team check-ins via Microsoft Teams to ensure alignment and cohesion across the organization.

Job Qualifications - Required Skills and Experience

• Information Technology: Hands-on experience with debugging, testing, and integrating software with hardware.
• Technical Troubleshooting: Skilled in diagnosing and resolving software issues, ensuring optimal performance.
• Low Voltage systems: Demonstrated experience troubleshooting and maintaining low voltage electrical systems post physical hardware deployments.
• Customer Success: Proven track record of delivering exceptional customer service and fostering long-term relationships.
• Project Management: Strong organizational and multitasking skills.
• Proficiency with Tools: Expertise in TeamViewer, Microsoft Suite (Excel, Word, Teams), typing speed of 40+ WPM, and familiarity with ERP/MRP platforms (NetSuite, SAP, etc.).

Preferred Skills

• Prior experience in robotics, AI, or IoT industries.
• Experience integrating existing electrical systems into newly deployed hardware solutions.
• Familiarity with cloud-based solutions and cybersecurity principles.
• Bachelor’s degree in computer science, information systems, or a related field.

Location and Travel

• Applicants must reside full-time in the Eastern Time Zone.
• Applicants must have reliable, high speed internet access.
• Occasional travel along the East Coast may be required to oversee deployments, conduct training, or participate in client meetings.

Why Join RAD?

At RAD, you’ll have the unique opportunity to work on groundbreaking technologies in a collaborative, mission-driven environment. You’ll lead initiatives that directly impact the future of security, empowering organizations to do more with less. If you thrive in a fast-paced, innovative, and team-oriented setting, we invite you to join us on this exciting journey.