Support Engineer

Operations Waterloo, Ontario


Description

Position at Clearpath Robotics

Position:         Robot Support Specialist/Support Engineer        
Location:        Waterloo, Ontario              
Experience:     3+ Years of client-facing experience
Education:      Bachelor degree in relevant field
Division:         Clearpath Robotics (Research)

About Clearpath Robotics Inc.

Clearpath Robotics Inc. develops the future of robotics technology through development and sale of industry-leading self-driving technology, products, and services to over 500 of the world’s most innovative brands. Proprietary hardware, software, and services are delivered through the company’s research and industrial divisions: Clearpath Robotics and OTTO™ Motors. Clearpath Robotics Inc. is an award-winning company with recent awards including Robotics Business Review Top 50 Robotics Company, Edison Award for Innovation, Business Insider Top 40 under 40, and Canada’s Top 100 Employers.

About Clearpath Robotics Research Solutions

Clearpath Robotics’ research solutions group is a global leader in unmanned vehicle robotics for research and development, and provides hardware, software, and services to enable self-driving vehicle development, deployment, and operation. Clearpath Robotics works with over 500 of the world’s most innovative brands in over 40 countries, serving markets that span mining, military, agriculture, aerospace, and academia. Visit Clearpath Robotics at www.clearpathrobotics.com.

About the Job

We're looking for a Robot Support Specialist to join our Research Solutions division - Clearpath Robotics. At Clearpath we believe that every client is a VIP and we need someone who will obsessively focus on making our customers successful.

Our Robot Support Specialist will be responsible for providing remote post-sales customer service and technical support to our rapidly growing list of customers globally.  

Primary Responsibilities:

  • Advanced Level customer support to clients
  • Resolve customer complaints quickly and creatively, and escalate as necessary
  • Organizing warranty parts and repairs
  • Take ownership of clients' most complex issues
  • Take ownership of online product knowledge base, document troubleshooting, and problem resolution steps
  • Provide hardware/software training and guidance to new customers
  • Acting as a customer advocate internally
  • Help identify and support improvement initiatives

About You

You want to work for a small company that thinks big and dreams huge.  You are driven, view work as more than just a job, and are never satisfied with a project left half-done.  You want to be surrounded by people like you; creative, fun-loving, and passionate about their work.  You are motivated by making an impact on your workplace and you thrive on challenging and rewarding problems. Oh, and you have some form of higher education with the common sense to back it up. 

Required skills:

  • Bachelor degree with 3+ years customer-facing work experience
  • Strong communicator (written and verbal), with excellent phone manners
  • Planning and organization (how to approach and solve a problem, work breakdown to achieve the end goal, etc.)
  • Able to take the most complex technical issues and simplify for efficient and effective communication
  • Hardware/Electrical hands-on troubleshooting and root cause analysis
  • Knowledge of interpreting mechanical drawings and electrical schematics
  • Naturally friendly, energetic and empathetic personality
  • Well organized and responsive, with great problem solving and negotiation skills
  • Passionate about making people happy through exceptional service
  • Grasp of robotics technology, machines, sensors and software products
  • Knowledge of Linux and Ubuntu 
  • Knowledge of DNS, TC/IP and other networking concepts

Technical Skills that Would be Useful (Training will be provided):

  • Knowledge of Zendesk or other web-based support desk ticketing systems
  • Knowledge of  ROS

At Clearpath, we are committed to building and supporting a culture of diversity, inclusion, and accessibility.  We hire the best talent regardless of race, color, creed, national origin, ancestry, disability, marital status, age, veteran status, sex, sexual orientation, gender identity, and expression.  If you require special accommodation to complete any portion of the application or interview process, please contact 1-800-301-3863.