Tier 1 Robot Support Specialist

Marietta, GA, USA
On-site
Full-time

Turf management made easier, season after season.  That has been Turf Tank’s commitment for over a decade. From local high schools to professional sports teams, our autonomous robots have become reliable teammates for organizations managing athletic fields. Turf Tank’s line marking robots enable organizations to take back their time, lower their costs, and hold a higher standard across their facilities. Each robot is delivered through one predictable annual price, backed by direct support from Turf Tank’s own team, and engineered to last 10+ years. That is the promise of Turf Tank: get it done, get it right, every time.

Life at Turf Tank
Eight values shape how we work, with each other and with our customers:

• Transparency. We keep communication honest and open between our leadership, employees, customers, and suppliers, even when it’s uncomfortable or challenging.
• Unified teamwork. We reach our highest level of success by working together as one team toward individual, department, and company goals.
• Relationships matter. Long-lasting relationships are built on trust and accountability, earned by solving problems and delivering exceptional results.
• Fun atmosphere. Job satisfaction drives productivity, so we create a fun atmosphere where deep bonds form through memorable experiences along the way.
• The extra mile. It’s more than our product or service. It’s the lasting impression we leave by exceeding our customers’ highest expectations and keeping them satisfied for the long term.
• Agile solution. We grow by adapting quickly to market changes and opportunities, delivering solutions that work without compromising quality.
• No excuses. To keep our credibility and integrity and achieve our mission, each of us takes responsibility for delivering on time. No finger-pointing, no excuses.
• Knowledge wins. Knowledge is the power of our business, and data science fuels it. We win our market by committing to evidence-based decisions.

The Tier 1 Robot Support Specialist is a part of Turf Tank's Operations department and will report to the Senior Director of Customer Experience. The Tier 1 Robot Support Specialist's primary function is to serve as the first contact for any operational or technical issues related to the Turf Tank robot and corresponding software. This position will offer troubleshooting services to Turf Tank’s customers via telephone, chat, email, and/or video link.

• →Maintain a world class customer experience by responding to customer service requests for operational and technical support
• →Provide robot users operational assistance while troubleshooting their issues
• →Create and track support tickets to accurately record and reflect customer issues, including root cause analysis and next steps.
• →Assist in the tracking of analytics relative to maintaining and improving customer experience
• →Contribute to projects on an as-need basis, based on company needs and seasonal volume
• →Identify needed resources and supplies for the Support Team

• Know of or be willing to gain familiarity with the sporting industry
• Be comfortable with technology and working in various software applications simultaneously
• Have a base understanding of software automation and mechatronics
• Comfortable with both Google and Microsoft suites
• Stay organized and pay attention to multiple tasks at once
• Be an engaged listener and communicate effectively
• Use sound judgment and critical thinking to make logical decisions
• Be an enthusiastic team player
• Adapt to rapidly changing environments
• Stay on-task and motivated when given autonomy

• Experience working in mechatronics or a robotics-related environment
• 1-2 years of customer service experience

• Work hours are across varying shifts from 7AM - 10PM EST
• Work in our Marietta, GA office 5 days per week
• Overnight travel is required up to 10% of the time
• Day travel is required up to 20% of the time
• Possess a valid driver's license
• Must pass a background/MVR and drug screen before the start date
• Maintain eligibility for Turf Tank's fleet insurance
• Physical requirements required of standard office environments

• (physical requirements or description; ex. physical requirements required of standard office environments; be able to sit for extended periods of time in a vehicle; lift up to 50 lbs; etc.)