Global Fleet Operations Specialist

Full-Time, Second Shift  |  Global Services and Support  |  Austin, TX (Hybrid)

JOB SUMMARY

Reporting to the Supervisor, Global Fleet Operations, the Global Fleet Operations Specialist is the first responder and operational backbone for our global fleet. Global Fleet Operations is the eyes and ears of the Global Services & Support (GSS) organization, our version of Mission Control, actively monitoring fleet performance, managing incoming case queues, diagnosing and triaging Level 1 technical challenges, and coordinating support for our service and repair teams. If you love solving complex puzzles, possess a knack for meticulous organization, are a cross-functional collaborator, and want to play a critical role on the front lines of the humanoid robotics industry, this role is your launching pad.

The GSS Mindset 

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

Fleet Monitoring, Level 1 Triage & Service Coordination

• First Line of Defense & Triage: Actively monitor live fleet alerts and incoming case queues via Salesforce. Perform initial Level 1 diagnostic analysis on reported anomalies using internal software tools to resolve issues directly, whenever possible.
• Service Administration & Case Management: Own end-to-end case tracking, ensuring every ticket is properly categorized, populated with accurate metadata, and managed through its complete lifecycle to maintain data integrity and improve fleet MTTR (Mean Time to Repair/Resolve).
• Work Order & Dispatch Coordination: Coordinate service requests and dispatch workflows for service teams, ensuring clear handoffs, accurate customer/fleet details, and timely execution against operational SLAs.
• Actionable Escalations & Package Context: For complex hardware or software faults exceeding Level 1 scope, compile diagnostic context, logs, and system states into standardized escalation packages before routing to Tier 2/3 service leads or engineering teams.

Cross-Functional Communication & Operational Continuity

• Operational Alignment: Act as “Mission Control” for GSS. You are the entry point for all customers, both internal and external. You are responsible for driving rapid issue resolution, maintaining fleet availability, and ensuring alignment across teams—keeping all stakeholders and customers informed as we progress towards resolution, escalating as needed.
• Shift Readiness & Handoffs: Drive seamless shift handovers and status reports to guarantee continuous, uninterrupted coverage and zero drop-off in active incident tracking as global operations scale.

Success Metrics

• Response Time & Triage Speed: Minimize time from alert generation to initial triage and classification.
• First-Touch Resolution Rate: Maximize the percentage of Level 1 issues resolved directly without unnecessary engineering escalation.
• Escalation Quality: Deliver rich, accurate, and actionable incident data to Tier 2/3 engineering teams.

SKILLS AND REQUIREMENTS

• Systems & Tech Savvy: Working knowledge of Salesforce or modern ticketing/CRM platforms (e.g., Jira, Zendesk, ServiceNow).
• Technical Aptitude: Familiarity with or eagerness to learn basic Linux command-line tools and diagnostic interfaces.
• Communication: Exceptional written and verbal communication skills; ability to articulate complex technical issues concisely to engineering teams.

EDUCATION and/or EXPERIENCE:

•  1+ years of professional experience in technical support, IT helpdesk, fleet monitoring, or technical operations.
• Prior experience working with robotics, hardware systems, complex electromechanical setups, or in a high-growth startup environment preferred
• Familiarity with remote desktop, terminal tools, or telemetry data tools.
• Schedule & Flexibility: Work schedules require operational flexibility based on business needs. As our operations scale toward 24/7 global coverage, candidates must be willing and open to transitioning to rotating shifts, including nights and weekends.

WORK ENVIRONMENT

On-Site - Austin, Texas

Physical Requirements

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

What You’ll Do (Day-to-Day)

• Own Internal Fleet Availability: Drive end-to-end troubleshooting, repair, and preventative maintenance for all robots within our internal fleet.
• Engineering Feedback Loop: Serve as the primary bridge to Sustaining Engineering and cross-functional stakeholders. Because you see every hardware failure across our largest fleet, you surface trends and identify exactly where the design needs to evolve.
• Validation & Certification: Before the field team receives a new repair manual or upgrade kit, you prove it works. You stress-test and refine work instructions until they are bulletproof for external use.
• Repair Depot Operations: Manage the internal Repair Depot, handling escalated cases and full-robot RMAs from the field, performing deep-dive teardowns and component-level resolutions.
• Quality Assurance: Ensure every service and repair task meets our standards for reliability and consistency. You build and maintain best practices that continuously raise the bar for fleet uptime.

SKILLS AND REQUIREMENTS

• Electro-Mechanical Expertise: 3+ years of hands-on experience in a technical discipline; complex electro-mechanical systems strongly preferred.
• The "Fixer" Mindset: A strong aptitude for hardware repair, including component replacement, systematic fault isolation, and specialized tool usage.
• Technical Communication: Ability to translate a complex repair into clear, step-by-step documentation others can follow without ambiguity.
• Detail Obsession: You don't just swap parts, you want to know why they failed. You hold a high standard for first-time-fix quality and leave things better than you found them.

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED required; technical trade certification, associate's degree, or higher preferred.
• 3+ years of experience in electro-mechanical repair, robotics, avionics, industrial automation, or a related technical field.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 45 pounds unassisted.
• Must be able to work on-site

WORK ENVIRONMENT

On-site role based in Austin, Texas - 11701 Stonehollow Dr, Suite 150, Austin, TX 78758