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Robot Operations Center Team Lead at Bossa Nova Robotics
Pennsylvania, US

At Bossa Nova we create service robots for the global retail industry. We’ve been hard at work to solve some of the biggest challenges for the world's largest retailers. Our robots’ mission is to make large-scale stores run efficiently by automating the collection and analysis of on-shelf inventory data. We collect terabytes of data that retailers use to increase on-shelf availability and improve the shopping experience.  

We drive autonomously through aisles, navigating safely among customers and store associates. Oh, we should add, it’s real, happening today, you can meet our robots in some of the world’s biggest retailers.

Job Overview

The Robot Operations Center (ROC) Team Lead is responsible for the day to day operations and data delivery oversight for the Robot Operations Center Support Desk. This role assists in the delivery of support services to Robotics customers. The candidate will be required to manage expectations for customers, and other departments within Bossa Nova. The ROC Team Lead reports directly to the ROC Manager and works in conjunction with the ROC Supervisor to ensure data delivery success and strict adherence to processes.

Responsibilities

  • Ensure success of data delivery by assisting technicians with process and troubleshooting
  • Point of escalation for technicians between the ROC and other teams
  • Auditing of technician adherence to SOP and other processes
  • Review of tickets created during shift to ensure proper documentation and escalation
  • Hand off information to next team lead to ensure a smooth transition between shifts
  • Report daily to ROC Supervisor on issues that occurred during assigned shift
  • Weekly meetings with ROC Supervisor to provide feedback on technicians to assist with coaching and close gaps in skillset
  • Communicate and collaborate with other Team Leads and ROC Supervisor to enhance productivity and processes
  • Keep up to date on procedural changes to communicate to the team
  • Other projects as assigned

Qualifications

  • AS degree in Information Systems, Engineering, Computer Science or similar discipline; or equivalent experience
  • A minimum of 1-2 years of experience in mission critical operations environment.
  • Experience leading teams, preferred
  • Experience with standard Help Desk ticketing and ITSM software.
  • Experience with Linux command line interface
  • Must be able to develop an understanding of the environment and provide detailed updates to the team.
  • Excellent verbal, written, and interpersonal skills.
  • Excellent troubleshooting and impact assessment skills.
  • Ability to prioritize and organize effectively.
  • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.
  • Ability to cope under pressure
  • Ability to understand and drive service management/SLAs
  • Proficiency in using G-Suite and Windows-based computer applications.