Remote Operations Technician I

Fenton, United States

Our Remote Operations Technicians play a vital role in ensuring our customers’ equipment arrives intact, updated, tested, and ready to deploy on day one. As a Remote Operations Technician I, you will be tasked with testing and supporting remotely operated drone and robotics equipment, both physically at our Demonstration Site in Fenton, MI and in the field. You will also serve as a member of our Technical Support Team, assisting our customers and your fellow team members with technical issues, managing tickets and providing direct virtual, phone, and in-person support. This role requires rigorous attention to detail, documentation, and a general understanding of technology.

Responsibilities

  • Execute product setup, troubleshooting, and support with our partners and suppliers
  • Thoroughly bench and field test drone and robotics equipment
  • Perform hardware and software troubleshooting
  • Interface with internal and external teams for escalation
  • Identify malfunctioning equipment and coordinate repair or replacement with our Technical Services and Operations Teams
  • Manage a pipeline of service and support tickets

Requirements

  • Extreme attention to detail
  • Strong desire to develop deep, long-lasting customer relationships
  • Adapt and learn new technologies quickly
  • Inquisitive and eager to learn in a dynamic, fast-paced environment
  • Multitask and prioritize tasks while remaining flexible and able to autonomously reprioritize
  • Work independently, completing tasks with little oversight
  • Ability to think on your feet and solve problems efficiently and creatively
  • Collaborate well in a diverse team environment with different roles and backgrounds
  • Passionate about helping customers achieve success and make a positive impact
  • Adapt quickly to new situations with a positive, can-do attitude
  • Strong communication skills, both verbal an written

Experience

  • Experience with drone technology is preferred, especially with dock-based, drone-in-a-box systems
  • Experience in Microsoft Windows, Apple macOS, Apple iOS, Apple iPad OS, and Android operating systems
  • Experience in Microsoft Office, Google Mail, Google Docs, Google Sheets, Google Drive, Slack, Adobe Acrobat
  • Experience in wireless communication systems, including cellular/LTE, Wi-Fi, Bluetooth, NFC
  • Basic mechanical, software, and firmware knowledge

Certifications / Licenses

  • A current 14 CFR Part 107 Remote Pilot in Command Certificate at the time of hire is preferred, required to be obtained or made current within 30 days of offer acceptance

Physical Requirements

  • Frequent use of computers and mobile devices
  • Frequently requires standing, walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending and crouching
  • Occasional use of ladders
  • Occasionally exerting up to 65 pounds
  • Frequently exerting up to 40 pounds