Depot Service Engineer

JOB SUMMARY

You are the Depot Solutions Expert. You don't just service one of the world’s most advanced humanoid robots; you are the guardian of the entire robotic platform's health and the ultimate escalation point for complex failures. When a challenge exceeds a standard field hardware swap, the hardware comes to you.

Based in our regional Center of Excellence, you step in to diagnose deep systemic issues, networking hurdles, and software bugs. You possess the same high-level technical competence as our Field Service Engineers (FSEs), but instead of living on the road, you are our home-base anchor. You provide the engineering-level clarity needed to de-escalate complex technical challenges, serving as the vital link between field operations and our core engineering teams.

In Global Services & Support, we don’t just "fix things". We deliver confidence, at scale.

• Customer-First Obsession: You don’t just resolve tasks; you prioritize the human experience. Every build, fix, or workflow is measured by its impact on the people who rely on our technology.
• The Ultimate Partner: You are a collaborator at your core. You act as the essential bridge between the "messy reality" of the field and our internal ambitions, building trust across departments to ensure a unified effort.
• Operational Evolution: You don't just follow a process; you own it. You find joy in creating order where none exists and possess the discipline to constantly "improve the system."
• Dynamic Adaptability: You thrive in a "small-team" environment. You are a true team player who is comfortable wearing multiple hats and navigating fast-paced change with patience and a relentless focus on the solution. We are the shepherds of chaos.
• The Culture Catalyst: You are the person everyone wants on their project team. You bring a "solution-first" energy to every interaction, acting as a cultural ambassador who elevates the morale and standards of those around you. You understand that how we work together is just as important as the work itself.

ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES

• Advanced Depot Diagnostics: Lead high-level Root Cause Analysis (RCA) for complex systemic issues sent back to the depot, moving beyond basic part replacement to solve intricate networking, software, and electro-mechanical faults.
• Engineering Escalation & Feedback Loop: Partner directly with Core Engineering and Product teams to drive Design for Serviceability. You translate depot repair data into actionable product improvements.
• System Validation & Certification: Certify that all advanced repairs, refurbishments, and depot upgrades meet Apptronik’s rigorous quality standards before the platform is redeployed to the field.
• The Technical Diplomat: Act as an internal technical authority. Provide clear, data-driven explanations of complex technical resolutions to internal stakeholders and customer leadership when high-priority issues are escalated.
• Fleet Health Support: Monitor and report on depot-level repair metrics, turnaround times, and recurring failure modes to help optimize overall fleet reliability and SLA compliance.

SKILLS AND REQUIREMENTS

• Advanced Depot Diagnostics: Lead high-level Root Cause Analysis (RCA) for complex systemic issues sent back to the depot, moving beyond basic part replacement to solve intricate networking, software, and electro-mechanical faults.
• Engineering Escalation & Feedback Loop: Partner directly with Core Engineering and Product teams to drive Design for Serviceability. You translate depot repair data into actionable product improvements.
• System Validation & Certification: Certify that all advanced repairs, refurbishments, and depot upgrades meet Apptronik’s rigorous quality standards before the platform is redeployed to the field.
• The Technical Diplomat: Act as an internal technical authority. Provide clear, data-driven explanations of complex technical resolutions to internal stakeholders and customer leadership when high-priority issues are escalated.
• Fleet Health Support: Monitor and report on depot-level repair metrics, turnaround times, and recurring failure modes to help optimize overall fleet reliability and SLA compliance.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in a technical field or equivalent relevant experience.
• 5+ years of experience in customer-facing technical roles.

PHYSICAL REQUIREMENTS

• Ability to lift 45 pounds.
• Prolonged periods of sitting at a desk and working on a computer 
• Vision to read printed materials and a computer screen
• Hearing and speech to communicate 

The annual salary range is $105,000 - $130,000 base