Service Technician III

At Serve Robotics, we're reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It's designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We're looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

JOB OVERVIEW

The Service Technician III serves as the senior technical authority within the fleet repair operation. This role leads complex diagnostics, coordinates daily repair workflow, and drives quality and reliability standards across the technician team. Service Technician III is responsible for resolving high-complexity failures, conducting structured root-cause analysis, and ensuring repair consistency and documentation integrity. This role directly influences uptime performance, repair efficiency, and long-term system reliability.

This is a leadership-in-role position. It does not carry formal HR authority but sets the technical standard for the team.

JOB DUTIES

Complex Diagnostics & Technical Escalation

• Lead resolution of high-complexity mechanical, electrical, and integrated software failures

• Serve as primary technical escalation point for Technician I and II

• Conduct structured root-cause analysis on recurring or systemic issues

• Validate repair effectiveness through advanced system-level testing

• Determine when engineering escalation is required and provide complete technical context

Workflow Coordination & Quality Control

• Coordinate daily shift repair prioritization based on fleet impact and SLA requirements

• Align task complexity with technician capability

• Ensure repair documentation meets quality standards before closure

• Monitor repeat repair trends and intervene to prevent quality drift

Reliability & Continuous Improvement

• Analyze repair data and identify systemic failure patterns

• Partner cross-functionally with Engineering, Product, QA, Manufacturing, and Operations to improve reliability

• Recommend corrective actions and preventive strategies

• Support validation of process changes and pilot initiatives

Mentorship & Technical Development

• Mentor Technician I and II employees in troubleshooting methodology and documentation standards

• Provide structured feedback on technical performance

• Support skill development planning

• Model professional accountability and safety discipline

Operational Leadership Support

• Provide Supervisor coverage when required

• Support labor planning discussions by advising on repair complexity trends

• Reinforce safety protocols and operational standards

EXPERIENCE, QUALIFICATIONS, & SKILLS

Required Experience, Qualifications, and Skills

• 4-6+ years of progressive technical experience in electro-mechanical, robotics, automotive, aerospace, or related industries

• Advanced troubleshooting capability across integrated mechanical-electrical-software systems

• Demonstrated experience leading complex or ambiguous failure resolution

• Proven ability to perform structured root-cause analysis

• Strong analytical thinking and pattern recognition

• High documentation discipline and data accuracy standards

• Demonstrated ability to mentor and influence peers

• Comfort collaborating with cross-functional technical stakeholders

Preferred Experience, Qualifications, and Skills

• Prior experience in robotics, automation, or advanced electromechanical systems

• Exposure to reliability engineering principles

• Experience supporting field deployments or pilot programs

Skills Scope & Decision Authority

• Owns resolution of highest-complexity repair issues

• Serves as technical escalation authority within shift

• Influences workflow prioritization

• Recommends process and reliability improvements

• No formal HR authority, but significant technical leadership responsibility

Additional Information

• This role requires regular hands-on work with robots, tools, and lab equipment. Physical requirements may include lifting up to 40 pounds, standing for extended periods, and working in both lab and field environments.