Job Summary:
Berkshire Grey is looking for a highly motivated manager with interests in industrial robotics and automation to support our customer sites in the field from the installation of the product all the way through post warranty. The Technical Field Engineering team is comprised of some of our most talented multi-disciplinary engineers that can solve our hardest and most complex problems. The Technical Field Engineering Manager will play a key role in customer satisfaction when our customers need help the most. They will identify, troubleshoot, and root cause issues as they come up while working with developers to resolve highly visible customer issues. Key Responsibilities:
- Manage team of multi-disciplinary engineers who are supporting customers on-site
- Effectively schedule support for and manage critical customer issues from the ground
- Develop staffing coverage plans to support on-going deployments
- Work with struggling key accounts to improve tech adoption and reduce escalations
- Report progress updates to senior leadership both internal and to customers
- Manage site retrofit plans and develop cost avoidance strategies to reduce BG exposure
- Oversee root cause analysis identification and follow-up actions
Required Qualifications:
- BS degree in Software, Mechanical, or Electrical engineering or a technical degree in Mechatronics or Controls
- 3-4 years of practical, hands-on experience in multiple engineering disciplines (Software, Hardware, or Controls)
- Experience using Linux (Ubuntu), VCS (Git), and issue tracking systems (JIRA)
- Strong communication skills both spoken and written
- Willingness to interface with customers with a customer first mentality
- Positive attitude and desire learn and be hands on
- Work in fast paced environments, under pressure, and multitask
- Ability to travel 50% and communicate after hours occasionally
- Flexibility to work non-standard schedules
- Stand and/or sit for 8+ hours, lift up to 50lbs, work in loud and non-climate-controlled environments
Preferred Qualifications:
- 5-6 years of prior work experience in multi-disciplinary engineering roles (Software, Hardware, or Controls)
- Experience providing technical support, quality assurance, or development
- 3-4 years of experience working with industrial robotics, conveyor systems, sorters, or AGVs or a strong passion for them
- 1-2 years of technical customer service experience
- Strong desire to learn new things and teach others
This job is not eligible for visa sponsorship. 5111-2401AO
