Sr Field Service Engineer

Description:

Who WE Are:

ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.

Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at [email protected] or call 412-322-2975 – ext. 160

What YOU Will Do:

The Senior Field Service Engineering Lead provides technical leadership for field service support of advanced electromechanical and robotic systems. This role serves as a subject-matter expert for troubleshooting, repair, root-cause analysis, and escalated field issues from block-diagram through schematic level.

The position owns complex service problem resolution, supports remote and onsite triage, creates and maintains technical documentation and work instructions, and mentors service technicians and engineers. This role also acts as a critical feedback link between field performance, design engineering, and service operations to improve product performance and customer experience.

Key Responsibilities

Field Service Technical Leadership

• Lead the technical execution of the Field Service team
• Serve as the primary engineering escalation point for complex field and service issues
• Train and mentor technicians and junior engineers; provide ongoing technical guidance
• Support remote service and troubleshooting, including triage, fault isolation, and repair planning

Technical Expertise & Problem Solving

• Become the subject-matter expert on the system’s electrical architecture (block diagram through schematic level)
• Perform advanced troubleshooting, repair, and root-cause analysis of electromechanical systems
• Lead structured problem-solving efforts using methods such as 5 Whys and fault tree analysis
• Balance urgent customer-impact issues with durable corrective solutions

Documentation & Knowledge Management

• Create and maintain troubleshooting guides, repair procedures, work instructions, and service documentation
• Translate complex electrical designs into clear, usable technical materials
• Capture field learnings and service insights for broader organizational use

Cross-Functional Collaboration

• Partner with design engineering to resolve product design issues impacting field performance or serviceability
• Collaborate with field service teams to capture, analyze, and act on failure data
• Communicate technical findings, risks, and recommendations clearly to leadership and stakeholders

Data Analysis & Reporting

• Analyze field performance and service data to identify trends and systemic issues
• Develop and track service-related metrics such as issue recurrence and resolution time
• Provide clear, actionable updates and recommendations based on data and field insight

Design for Serviceability

• Influence product design decisions to improve maintainability, and field performance
• Incorporate field feedback into new product introductions and design updates

What YOU Need to Succeed:

Bachelor’s degree in electrical engineering or a related engineering field, or equivalent experience

5+ years of experience supporting electromechanical or robotic systems in a field service, product support, or systems engineering role

Strong hands-on electrical troubleshooting, test, and analysis skills

Proficiency reading and interpreting block diagrams, schematics, and wiring/harness drawings

Experience leading root-cause investigations and driving corrective actions

Demonstrated ability to mentor and provide technical leadership

Strong written and verbal communication skills

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Preferred Qualifications

Experience working closely with field service or customer support organizations

Exposure to complex, regulated, or high-availability systems

Experience supporting remote diagnostics and global service organizations

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Key Competencies

Systems-level thinking and end-to-end issue ownership

Strong analytical and structured problem-solving skills

Ability to communicate effectively with both technical and non-technical audiences

Sense of urgency balanced with disciplined execution

Continuous improvement mindset

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What Success Looks Like

Faster resolution of complex field and service issues

Reduced repeat service problems and escalations

High-quality, usable technical documentation and training materials

Strong collaboration between field service and engineering teams

Improved customer experience through better field performance

STE Aethon Inc. Benefits:

• Medical, Dental, and Vision coverage starting from start date
• Health Savings Account / Flexible Spending Account
• Free Onsite Gym
• Immediate 401k vesting
• Wellness Incentive Program
• Life & Disability Insurance
• Generous Paid Time Off

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

This position is not eligible for visa sponsorship.