EU/UK Field Service Technician

AMP Robotics is a pioneer and industry leader in artificial intelligence and robotics for the recycling industry. We are reimagining and actively modernizing the world’s recycling infrastructure. Headquartered and with manufacturing operations in Louisville, Colorado, USA, we build and deploy technology that solves many of the central challenges of recycling and shifts the economics of the industry to make it more efficient, cost-effective, scalable, and sustainable. With a rapidly increasing installed base of systems across North America, Japan, and Europe, we are increasing the value that can be extracted from recyclable material through superior separation, purity enhancement, and identification of new end markets for reuse and recycling. 

Our diverse, growing team of environmentalists, engineers, and other professionals share a passion for the promise the technology holds to transform the way we recycle. With backing from top-tier investors including Sequoia Capital and recognition including Fast Company’s Most Innovative Companies and Forbes’ most promising artificial intelligence companies in America, we are always seeking ways to better our operations, raising the bar on innovation, and looking to collaborate and improve each day in what we do. Learn more at AMPRobotics.com.

AMP Robotics is hiring a Field Service Technician reporting to the EU Technical Services Manager to focus on remote and on-site assistance and install  of AMP’s products in our recycling partners facilities  as they work to keep operation at peak performance 24/7. This position focuses on the European market. You will be tasked with creating and maintaining customer facing service documentation, coaching recycling partners via multiple communication paths on how to maintain and troubleshoot AMP equipment (phone, email, text, ticket systems), visiting recycling facilities to perform hardware/electrical maintenance and install, propagating software change information to customers, collecting customer feedback on the performance of AMP products, maintaining positive customer relationships, and proactively monitoring systems – seeing issues before they occur and looking for opportunities of customer engagement.

In a nutshell, you will be the first touch point for AMP customers who have questions about AMP products or require AMP service assistance.  This position can expect up to 70% travel within the UK and Europe, and requires some on-call work in order to help customers install, maintain, troubleshoot, and repair equipment. 

As our Field Service Technician, in the first few months you will work to:

• Work directly on an AMP robot installation to learn design philosophies, features, and functionality; as well as understand the challenges of remotely supporting equipment around the world.
• Participate in multiple AMP device commissions to understand the software and hardware puzzle pieces that fit together to ship a quality product.
• Learn to use AMP’s cutting edge, proactive maintenance tools to diagnose system issues.
• Learn to calibrate, operate, and troubleshoot AMP Robotics products and internal tools.
• Field incoming service tickets as the first point of communication with AMP’s recycling partners, expertly triaging and prioritizing needs.
• Meet with internal AMP resources - experts in the field of machine learning, software development, and recycling economics - gaining an understanding of AMP’s capabilities and how they align with customer needs.
• Work together with the Technical Service Manager and the European team to keep growing the Service organization in the region.
• Train with our experience and innovative team in the US to learn with the best.

In the longer term, you will:

• Participate in both internal and external customer success conversations as the voice of advocacy for our customer.
• Work with Customer Performance and Site Reliability Engineers to identify areas of high customer risk and create mitigation plans.
• Close the engineering feedback loop by systematically reporting unique, high-frequency service requests, performance concerns, or hardware failures.
• Guide the transition process from installation to service through seamless technical communication with internal teams and take-over-certificate review.
• Consolidate and maintain AMP service documentation (including videos, podcasts, interpretive dances, etc.) into an internal and external knowledge base - becoming a super-librarian for a greener planet.
• Train customers on how to perform common repair work, complete required maintenance, and self diagnose or resolve system issues.
• Provide remote troubleshooting as well as onsite repairs at customer locations.
• Complete trip reports and site visit summaries.
• Track work hours via AMP systems to ensure accurate billable hours. 
• Evaluate product concerns against specifications and warranty coverage.
• Process customer warranty claims, service requests  and support via Salesforce.com.
• Train and mentor new members of the Service team.
• Other field service tasks.

Supervisory Responsibilities: 

• None.

The successful candidate will have:

Required:

• Hands-on field service experience servicing equipment at customer locations as well as remotely.
• Experience effectively communicating with multiple levels and skill sets within an organization.
• A strong technical hardware or field engineer/technician background (practical experience preferred but not exclusionary).
• Ability to travel on a short period notice to service customers at their locations. 
• Comfortable working in the field at a customer site and in an office environment.
• Highly proficient with common field tools (tap/die, impact drills, grinders, multi-meter, etc.).
• Ability to work equally well in a team or solo environment.
• A desire to learn something new everyday, then teach a teammate.
• Extremely resourceful - known as a person who “finds a way to get it done.”
• Demonstrated ability to work long hours in difficult situations (heat, dust, small spaces, tight deadlines, etc.).
• Easy to communicate with multicultural and different language teams.
• Problem solving mindset with an open mind to help customers and partners to understand their needs of service and support.
• Conflict resolution to be able to understand different needs from the customer and report it to the team.
• Motivation to learn in-depth technological products and come back with solutions in the field.

Note: If you DO NOT precisely fit the below qualifications but you DO believe you would excel in this role, we encourage you to apply!  AMP is looking for mission-driven, creative problem-solvers.  We recognize ideas and background diversity can be strong business assets.

Preferred: 

• Previous experience in a customer facing, coaching, or teaching role, preferably in a technical field.  Experience in a technical training environment.
• Process or documentation creation examples (Gnatt charts, P&IDs, process flows, etc.).
• Examples of audio-visual presentations and/or writing samples.
• Demonstrated examples of automating or outsourcing work tasks.
• Real world experience using data to improve efficiencies and make fact-based decisions.
• Experience with industrial controls (valves, sensors, actuators, control systems).
• Experience with robot or PLC firmware/programming - e.g. RAPID, ACE, Ladder Logic.
• Experience with electrical wiring, manufacturing techniques, on-site assembly, installation, and service of mechanical systems.
• Ability to work in a fast paced environment.

Education and experience:

• High School diploma, Technical School diploma or equivalent
• Minimum 3+ years of experience servicing, or knowledge of, automation, robotics and AI products or related equipment
• Outstanding customer service presence and attitude with professional presentation
• Self-organized with a willingness to exceed customer and company expectations
• Basic proficiency with Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook)
• Must maintain a valid UK/EU issued driver’s license and excellent driving record

Working Conditions/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• While performing the duties of this job, the employee is frequently required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk and hear.  The employee must occasionally lift and/or move up to 55 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus, and ability to accurately see and label color.

Working Location(s): 

• Based preferable in Birmingham, UK

Travel Requirements: 

• Up to 70%
• Rest of the time Remotely

Language(s):

• English

AMP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary & Compensation Information: £40.000,00 to £55.000,00 depending on experience. No relocation package offered at this time.

We recognize that there is more to work than the day-to-day responsibilities. In addition to a collaborative, dynamic and high-performing team environment, we are pleased to offer a highly competitive base salary, and incentive package; flexible working hours; and the opportunity to quickly accelerate your learning, personal development, and growth.