Technical Customer Success Associate

Osaro in Novato, CA

We are searching for a Technical Customer Success Associate to support our field support operations for factory and warehousing.

As a Director of Field Operations, you will spin up and manage an operation that can provide nationwide support to our robotic piece-picking solutions for e-commerce. You will lead, assemble, and train a team of field technicians to commission new robotics systems at customer sites. You will also train customer personnel to operate these systems and perform regular maintenance and repair remotely and via onsite technical troubleshooting and support. The field support team will work cross functionally with QA/QE, Systems and Solutions engineers to ensure continuous improvement, reliability, quality, and autonomy of our systems across facilities.

At OSARO we develop solutions to endow industrial robots with the level of autonomy needed to perform an unprecedented variety of complex pick and place tasks leveraging sophisticated robot control and neural network-based perception algorithms. We value candidates who are passionate about what they build, feel a strong sense of ownership over their work, and love being continually challenged.  You are someone who cares deeply about your team so you are both direct and believe in doing what you say.
More About OSARO

OSARO delivers best-in-class robotic piece-picking solutions for e-commerce where key challenges include high SKU inventories, complex packaging, and fragile items. In the rapidly evolving world of logistics technology, OSARO offers smarter automation, low-risk business plans, and its signature Hypercare support from exploration to installation. OSARO’s intelligent robots enable goods-to-robot (G2R) use cases, where the greatest gains are yet to be made on the automated warehouse floor. Its machine-learning vision and control software provides the foundation for all its products. We have a highly international team made up of expert machine learning practitioners and dedicated software and hardware engineers which matches well with the global nature of our business. We are naturally curious, love healthy debate, and respect varying points of view. At OSARO, we strive to be champions for equality. We believe we can serve as a model for diversity in the tech industry by emphasizing policies of nondiscrimination and inclusion at every step.

We are an equal opportunity employer offering
- Health, dental, vision, and commuter benefits
- Generous vacation time
- Excellent paid parental leave policy with the option for additional reduced and unpaid leave
- The chance to work with robots in a dog friendly office!

The above full-time position is available immediately.
    • Working with the customer to ensure they are utilizing OSARO’s technology on a daily basis – this will include daily check-ins with the customer’s distribution manager, obtaining feedback from the end users for OSARO to improve their system user experience, and reporting daily performance metrics back to the OSARO team (Customer Success, Operations, Engineering, and Solutions)
    • Establishing customer relationship/partnership and act as onsite system Subject Matter Expert (60-90 days onsite after production go-live) If issues arise, being the SME to resolve the issues, or work with OSARO engineering and operations to resolve any issues that arise – acting as liaison with the customer to communicate the next steps
    • Learning how to troubleshoot and sometimes fix OSARO system issues when they occur – this will include working with automated bagging systems. We will conduct a thorough Knowledge Transfer to this team member to ensure they have everything they need to be successful in this role
    • Troubleshooting and fixing auto-bagger issues – We will train you, but this will require having prior machine assembly and repair experience
    • Conduct feedback sessions from the customer and provide inputs to product and engineering (e.g. robot cell retrofitting, if needed)
    • Machine assembly and repair experience
    • Mechanical aptitude required for this position
    • Sometimes maintenance, machine repairing, parts replacements, and working with OSARO’s team to troubleshoot / fix
    • Ability to read work orders, parts lists, complicated blueprints, instructions, and various types of precision measuring instruments
    • Strong written and verbal communication style
    • Strong sense of urgency
    • Empathy
    • Experience working in a warehouse
    • Experience working with robotics cells
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