Customer Performance Technician at AMP Robotics

| Greater Denver Area
Sorry, this job was removed at 11:18 a.m. (MST) on Friday, April 16, 2021
Find out who's hiring in Colorado.
See all Developer + Engineer jobs in Colorado
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Customer Performance Technician, 1/7/2021

AMP Robotics is a pioneer and industry leader in artificial intelligence and robotics for the recycling industry. Every day, we’re working to reimagine and actively modernize the world’s recycling infrastructure. Headquartered and manufacturing operations in Louisville, Colorado, we build and deploy cutting-edge technology solutions that solve many of the central challenges of recycling to make it more efficient, cost-effective, scalable, and sustainable. 

We’re fostering an environment where talented, driven individuals can grow and create impact. We are looking for unconventional thinkers to join our mission; at AMP, your contributions have meaning and can spur change. With backing from top-tier investors and recognition including Fortune’s Impact 20, Fast Company’s Most Innovative Companies, and Forbes’ most promising artificial intelligence companies in America, we’re 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 Customer Performance Technician reporting to the Manager of Field Services to focus on virtual and on-site assistance of our recycling partners as they work to keep AMP products operating at peak performance 24/7.  You will be tasked with creating and maintaining customer facing service documentation, coaching recycling partners via multiple communication paths on how to sustain and troubleshoot AMP equipment (phone, email, text, ticket systems), visiting recycling facilities to perform hardware/electrical maintenance, 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 60% travel and requires some on-call work.  This is cutting edge development in the world of industrial robotics.  You should enjoy being experimental, be ready to rapidly iterate, and be a mission driven human.

As our Customer Performance 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, home-brewed, proactive maintenance tools to diagnose system issues.
  • Learn to calibrate, operate, and troubleshoot AMP Robotics products.
  • 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.
  • Upgrade existing systems around the nation with new hardware for improved reliability.
  • Be amazed at the difference AMP technology is making in an industry ripe for disruption.

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.
  • Communicate automation needs to Customer Performance Engineers to increase the possible ratio of technicians to customers.
  • Sleep with the AMP service SOP and AMP product schematics under your pillow, becoming a zealot for increasing the profitability of recycling and improving the level of documentation for our teams.
  • Train and mentor new members of the Service team.

Supervisory Responsibilities: 

  • None.

The successful candidate will have:

Required:

  • 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).
  • Highly proficient with common field tools (tap/die, impact drills, grinders, multi-meter, etc.).
  • Imaginative and open mind for problem solving.
  • 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.).
  • Expert level use of common computer technologies (Gsuite products, excel, slack, messaging apps, etc.).

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.
  • Video production experience.
  • Hobby level or greater interest in modern computer languages (C++, Python, JavaScript, SQL, Linux etc).  Github examples if available.
  • Experience with industrial controls (valves, sensors, actuators, control systems).
  • Experience with robot firmware - e.g. RAPID, ACE, Ladder Logic.
  • Experience with electrical wiring, manufacturing techniques, on-site assembly, installation, and service of mechanical systems.
  • Bachelor’s degree preferred.
  • Ability to work in a fast paced environment.

Education:

  • High school diploma or equivalent.

Experience: 

  • Any relevant professional experience or equivalent coursework. 

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 45 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. (remove if not a requirement).

Working Location(s): 

  • 2770 Industrial Lane, Broomfield, CO 80020

Travel Requirements: 

  • Up to 60%.

Affirmative Action/EEO Statement: 

AMP Robotics is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on job openings, merit, qualifications, and abilities as required by the position. The Company does not discriminate, and does not permit its employees to discriminate against other employees, applicants, customers, or independent contractors because of:

  • Race
  • Color
  • Religion
  • Sex
  • Sexual orientation (including gender identity or expression, including a person's orientation toward heterosexuality, homosexuality, bisexuality, or transgender status, or PeopleCare’s perception thereof)
  • Pregnancy, childbirth, and related conditions
  • Marital status
  • National origin
  • Citizenship
  • Military or veteran status
  • Ancestry
  • Age (40 or over)
  • Disability (including genetic information)
  • Or, any other consideration made unlawful by applicable laws. 

Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, compensation, benefits, discipline, layoff, recall, and termination. 

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.

We recognize that there is more to work than the day-to-day responsibilities. In addition to a collaborative, high-performing team environment, we’re pleased to offer competitive base salaries; medical, dental and vision insurance; a 401(k) plan; paid time off and sick time; flexible work hours; and the opportunity to quickly accelerate your learning and growth.

Salary & compensation information: $55,000-65,000 depending on experience. No relocation package offered at this time.

Benefits information:

  • Medical - The company covers up 85% to 100% of the premium for Cigna healthcare plans depending on the selection. Employees pay the difference in premium if they select a more expensive plan. Up to 75% for dependents. 
  • 401(k) retirement plan (non-matching).
  • Seven (7) paid holidays – 7 company designated and 2 floating holidays. (salaried employees only)
  • Referral bonuses for staff positions.
  • Paid Vacation Leave – Accrues at a rate of ~4.67 hours (0.58 days) per pay period (2 weeks) starting day 1. Unused PTO carries over each year with a 1-year limit.
  • Paid Sick Leave – 64 hours per year, given in full on start date, refreshes on anniversary.
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • PythonLanguages
    • D3JSLibraries
    • AngularJSFrameworks
    • TensorFlowFrameworks
    • ROSFrameworks
    • Kubernetes Frameworks
    • MySQLDatabases
    • InfluxDatabases
    • SalesforceCRM
    • MailChimpEmail

Location

Nestled in the heart of a thriving tech park - complete with brewery and climbing gym! - and adjacent to the quaint downtown of Louisville, Colorado.

An Insider's view of AMP Robotics

What are some social events your company does?

Bringing our team together during Covid has been so easy because everyone genuinely cares about staying connected. We've hosted a socially-distanced trivia night in our parking lot with a drive-in sized projector screen, and have even run a few of our own cooking shows where people followed along from home and learned a recipe through video.

Russ

Office and Human Resources Manager

What's the biggest problem your team is solving?

Supporting remote systems in unforgiving environments across the world is hard work. It requires foresight from the initial stages of a project and a tight, honest feedback loop. I'm proud to be in a group focused on creative and proactive service solutions for our customers to increase the profitability of recycling. It's exciting work!

Chase

Robotics Operations Engineer

How has your career grown since starting at the company?

I've always wanted to contribute to something sustainable that I believed in and could be proud of. Working at AMP is a dream not only because I can see the immediate impact of my contribution but because it is a group of hard working, passionate, and lively people I love working with.

Siena

Quality Engineer

How do you empower your team to be more creative?

Innovation can come from any level. I try to provide the 30,000 ft view of the problem to solve and why it is important to the company's direction and success. I find this enables team members to look beyond the next steps and start to craft creative holistic solutions pairing perspectives to achieve innovative and creative solutions.

Mark

VP of Product

What makes someone successful on your team?

Recognize you have a lot to offer, yet also a lot to potentially learn—and be open to how and from who you learn, as well as how and who you can teach. Leading with respect for everyone’s different perspectives opens up so many ways we can unify them for the benefit of ourselves, our teams, and the customers we serve.

Maria

Production Team Lead

What are AMP Robotics Perks + Benefits

AMP Robotics Benefits Overview

AMP Robotics is an exciting place to work, and we have fun at the intersection of recycling, robotics, and artificial intelligence! The company offers employees benefits such as 401k, healthcare insurance, vision insurance, dental insurance, life insurance, short term disability coverage, and long term disability coverage. Many of these benefits extend to dependents as well.

Culture
Friends outside of work
Eat lunch together
Daily sync
Team owned deliverables
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Generous PTO
AMP offers two floating holidays that our team can use at their discretion throughout the year. Election Day is also a paid company holiday.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Our game room includes board games.
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Parking
Pet Friendly
AMP welcomes well-behaved pets.
Recreational Clubs
AMP has a number of active social clubs, with outlets for those who like board games, gardening, fly fishing, hiking/climbing 14ers, and many more! We've hosted two virtual cooking demos this year.
Professional Development Benefits
Lunch and learns

Additional Perks + Benefits

Other stuff we do at AMP:

We recently introduced Zestful, an employee recognition tool. Our team members recognize each other for excellent work through Zestful, tying peer-to-peer recognitions to our core values. Team members accrue points in Zestful that can be used for rewards like HeadSpace subscriptions, meal kit deliveries, books, and even limited-run swag!

We leverage our engagement survey results at AMP. Gathering info from everyone on the team about what they want goes a long way so we can then execute on initiatives to continue to grow AMP in all the best ways.

And we have some pretty awesome weekly all hands meetings!

More Jobs at AMP Robotics34 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
Legal
Operations
Product
Sales
Content
Developer
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Finance
new
Boulder
Developer
new
Boulder
Operations
new
Denver
Data + Analytics
new
Boulder
Developer
new
Denver
Product
new
Boulder
Content
new
Denver
Sales
new
Denver
Developer
new
Boulder
Developer
new
Boulder
Operations
new
Boulder
Developer
new
Boulder
Sales
new
Boulder
Developer
new
Denver
Developer
new
Denver
Developer
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Operations
new
Denver
Developer
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView AMP Robotics's full profileSee more AMP Robotics jobs