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Slip Robotics is a B2B Robotics-as-a-Service company deploying autonomous loading and unloading robots at warehouse and fulfillment sites across North America. The Service Support Engineer owns the fleet-wide reliability function for all deployed products, establishing root cause analysis infrastructure and preventative maintenance programs that keep the deployed fleet performing at specification as the company scales.
This role is both investigator and builder. You will receive initial failure characterization from Diagnostic Engineers and conduct deeper analytical and hands-on investigation to identify true root causes. You will form and test hypotheses through bench-level and field validation, design test protocols, and execute them directly or in coordination with other teams. You will produce formal RCA (Root Cause Analysis) reports documenting failure evidence, causal chains, validated root causes, and corrective action recommendations. Critically, you drive RCA findings to verified closure in partnership with Quality—an RCA is not complete until corrective action has been validated.
You will also own development and deployment of the preventative maintenance program for all deployed Slip Robotics products (SlipBot and SlipLift ALRs). This includes defining PM schedules, procedures, task descriptions, and maintenance intervals based on field failure history, product knowledge, and reliability analysis. You will partner with Field Maintenance and Field Engineering to validate procedures in the field before full deployment, iterate based on feedback, and manage rollout across all active customer sites. You will track PM compliance across the fleet and update procedures as new failure modes emerge.
Cross-functional collaboration is essential. You will serve as the primary reliability partner to the Diagnostic Engineering team, provide guidance on complex failure characterization, and partner with Quality on RCA closure. You will surface confirmed systemic findings to relevant stakeholders with structured documentation, support the Field Engineering Manager in building reliability infrastructure, and contribute to Diagnostic Engineer development by sharing failure knowledge and explaining analytical methods.
The role requires up to 50% travel to customer sites and field locations.
**Requirements:**
- 3–6 years of experience in reliability engineering, sustaining engineering, field service engineering, or a closely related technical role with a strong failure analysis component
- Demonstrated experience conducting structured root cause analysis using formal methodologies (8D, FMEA, fishbone/Ishikawa, 5-Why, or equivalent); able to produce formal RCA documentation
- Hands-on electromechanical troubleshooting experience; must understand physical systems and be capable of performing bench-level validation independently
- Ability to form, design, and execute hypothesis-driven test plans; moves from observation to structured investigation without waiting for direction
- Strong technical writing skills: RCA reports, Preventative Maintenance procedures, and failure documentation must be clear, structured, and usable by both technical and non-technical audiences
- Comfortable operating without established processes; able to build structure where none exists
- Ability to travel up to 50%
**Preferred:**
- Experience in robotics, industrial automation, warehouse automation, EV systems, or a hardware-as-a-service environment where assets are deployed and operated at customer sites
- Prior experience building or formalizing a preventative maintenance program—defining intervals, writing procedures, and deploying to a field team
- Familiarity with fleet monitoring tools, telemetry data, or operational dashboards used to identify failure trends across a distributed asset base
- Experience working in a reliability or sustaining function that was absorbed by an operations or field services team rather than supported by a dedicated engineering organization
- Proficiency with Jira, Zendesk, Confluence, or similar platforms used for ticket management and technical documentation
