Robotics Support Specialist

The Robotics Support Specialist is responsible for providing hands-on technical support to the Kress dealer network, with a strong focus on robotics, power tools, and outdoor power equipment. This role partners closely with dealer service departments to diagnose issues, support repairs, manage warranty processes, and develop technical expertise across the dealer network.

Ready to play a critical role in supporting cutting-edge robotic and electrified equipment? As a Robotics Support Specialist, you will:

• Provide direct technical support to dealers via phone and email, offering step-by-step guidance to resolve equipment issues.
• Partner closely with dealer service departments to diagnose, repair, and resolve product concerns efficiently.
• Support sales functions when applicable by providing technical product expertise.
• Attempt replication of customer-reported issues using available tools and equipment.
• Verify reported issues through hands-on testing and evaluation.
• Understand when and how to escalate issues to Level 3 technical support when required.
• Maintain accurate documentation of dealer interactions, technical findings, and resolutions.
• Communicate and coordinate effectively with internal departments, including Quality Control, Operations, and Sales.
• Complete detailed technical reports for submission to the Quality Control team to support the investigation and resolution of product failures.
• Perform other duties as assigned.

ABOUT YOU

Does this role sound like a match for you? Here's what we're looking for:

• High school diploma, GED, or equivalent required.
• Minimum of 6 months of customer service and/or call center experience required.
• Prior hands-on use of power tools and lawn and garden equipment.
• Working knowledge of IoT devices and connected equipment preferred.
• Demonstrated knowledge of technical customer service and basic sales principles.
• Understanding of the internet and wireless technology.
• Ability to work effectively in a team-oriented environment.
• Proficiency in relevant computer applications, including Microsoft Office and Outlook.

WHAT WE OFFER PERSONALLY & PROFESSIONALLY

At Positec, we're committed to our employees' well-being and professional growth. We offer a range of benefits, ensuring you're supported in your career and personal life:

Healthcare Benefits: You can count on our standard healthcare benefits, including medical, dental, and vision coverage, to keep you and your loved ones healthy.

Work/Life Balance: We get it— finding work-life balance is key. You'll have the option to work from home one day a week, which can help you better balance your professional and personal life.

Education Assistance: Positec is passionate about helping employees reach their full potential. We offer assistance with degree and certification programs to empower your career growth and development.

Professional Development: We promote ongoing learning and growth. Our support includes covering the costs of conferences and webinars that match professional interests.

Disability Coverage: Your well-being is our priority. We provide disability coverage to give you peace of mind during unexpected challenges.