Robot Operations Admin

What we’re doing isn’t easy. But nothing worth doing ever is.

We envision a future powered by robots that work seamlessly with human teams. We build the artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments. Join our mission-driven, venture-backed team as we build out our customer-facing operations arm. 

This position is located in Austin, TX and you must be local, or a current Diligent Robotics employee, to be considered.

Position Overview:
The ROC Admin Team is responsible for projects that concern the ROC. The ROC Admin Team will function to assist in the day to day activities of the ROC as a whole by cascading changes, compiling data, and working with all other departments to ensure smooth operations. The ROC Admin Team does not have a rigid structure and works in more of an ad-hoc fashion working on various projects to ensure ROC team members have all tools and information at their disposal. ROC Admin Team members are responsible for communicating any information collected by the ROC that could be utilized by other departments as we collect and distribute data as needed.
The Robot Operations Admin plays a crucial role in ensuring the success of the ROC by working with a team of skilled agents, managing daily operations, and providing exceptional client service. This position requires a proactive, detail-oriented leader who can drive performance and foster a collaborative and positive work environment.

Key Responsibilities:

1. Project Management and Support:
   • Manage multiple, concurrent projects with both ROC and interdepartmental stakeholders.
   • Work with IT to ensure ROC team members have access to tools necessary for optimal performance, as well as workstation maintenance that should be owned by ROC.
   • Ensure proper escalation to IT for broken or faulty equipment.
   • Assist Field Teams with media events as needed to ensure smooth performance.
2. Employee Training:
   • Create, maintain and update LMS modules, Runbooks and SOPs as we upgrade our tools.
   • Complete new team member Orientation and Training to help New Hires understand the responsibilities and requirements of their job and help them achieve success.
   • Maintain tool access and level restrictions for new and current ROC team members.  
3. Data collection:
   • Track and analyze numerous forms of data in an effort to identify concerns and trends.
   • Escalate outdated or incomplete policies and SOPs to ROC Leadership.
   • Analyze data from JIRA and other Software Tools to inform business decisions.
   • Build spreadsheets and presentations for meetings.
4. E2E:
   • Work with the Implementation Team to provide debugging and technical support for New Site Go-Lives.
   • Create JIRA tickets to identify problems/issues found onsite.
5. JIRA Management:
   • Track trends within JIRA to identify improvement for hardware, software and overall robot performance.
   • Assign open tickets to appropriate SME, follow up as needed to ensure proper resolution.
   • Escalate tickets to guarantee quick resolution as necessary.
   • Create dashboards to make a variety of concerns easily visible.

Required Skills and Qualifications:

• Proven experience in a Technical Support, Data Analyst or Business Analyst role.
• In-depth knowledge of JIRA including: Ticket Creation, Escalation, Analysis, Dashboard Creation and Automation.
• Strong problem-solving skills and the ability to manage complex technical issues.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure and handle multiple priorities.
• Strong organizational skills and attention to detail.
• Commitment to providing outstanding client service and maintaining high client satisfaction.

Preferred Qualifications:

• Experience providing remote support for Robotics or other Hardware Components
• Certification or training in Technical Support.
• Demonstrated experience in process improvement and operational efficiency initiatives.
• Possessed the capability of working independently with minimal supervision
• Proven effective time management in previous role

Benefits:

• Experience working with some of the leading experts in robotics
• Potential to radically change the future of healthcare 
• Be part of a team environment 
• Free parking
• Insurance including medical, dental, and vision
• 401K

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color,  national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.