Support Specialist Site Lead

Job Title: Support Specialist Site Lead

Location: Dallas, TX

Salary: $110K - $125K

Position Summary:

We are seeking a talented and experienced Support Specialist Site Lead to join our dynamic company in the connected device technology sector. In this role, you will play a critical role in ensuring the smooth operation of innovative robotics systems by managing a team of Support Specialists responsible for resolving system-level issues, and maintenance of equipment. Success in this position requires strong technical skills, problem-solving abilities, and effective communication. The ideal candidate should be adaptable, able to work under pressure, and capable of managing multiple tasks simultaneously. You will work with and lead others (between 6-7 direct reports). A Master's degree in computer science or a related field, along with relevant experience, is preferred.

What you'll do:

• The Site Lead will take the role in maintaining site-specific services and will be critical to ongoing success
• Be accountable for achieving Key Performance Indicators (KPIs) and strive for continuous improvement over time.
• Manage records of measurement system performance and ensure correct calibration and maintenance of Apkudo Products and Services as required.
• Meet Service Level Agreements (SLA) targets on a monthly, quarterly, and annual basis.
• Identify root causes of process defects and develop strategies to address and eliminate them. Collaborate with cross-functional teams to develop and implement process improvement solutions. Maintain and troubleshoot control systems to ensure effective operation, including routine maintenance, problem diagnosis and resolution, and software/hardware updates.Collaborate with innovative robotics systems, addressing system-level issues in both hardware and software.
• Create and maintain technical documentation, including system design, installation, and troubleshooting guides.
• Provide technical support to the team, offering training and guidance on system usage.
• Onboarding, training, evaluating and retaining team members
• Scheduling shift coverage while managing time off requests and holidays; ensuring all shifts are covered at all times
• Monitor control systems using software and programming languages like Python or ladder logic.
• Troubleshoot and resolve Linux system configuration issues and device driver problems, supporting both Windows and Linux servers.
• Troubleshoot human-machine interfaces (HMIs) to provide clear insights into system performance.
• Stay up-to-date with industry developments and advancements in control system technology, including hardware and software upgrades.
• Be available for both on-site and on-call duties, including responding to after-hours emergencies.
• Deploy and maintain infrastructure using tools such as Ansible, Dell OpenManage, and Git.
• Respond promptly to resolve issues, minimizing downtime and ensuring smooth operations.
• Capture supporting data, including system logs, images, and reproduction steps for investigations by other Apkudo teams.
• Plan and perform system maintenance activities, including parts planning and replacement.
• Collaborate within an onsite and remote team and communicate effectively with both technical and non-technical users.

What you'll need:

• Ability to read ladder logic, PLC programs, and troubleshoot PLC functions.
• Proficiency in programming and troubleshooting control circuit devices, such as photoeyes, solenoids, limit switches, indicating lights, safety switches, cameras, and controllers.
• Working knowledge of routers, switches, and integration equipment.
• Experience in analyzing, troubleshooting, and repairing belt shafts, drives, gear reducers, and pneumatic circuits.
• Familiarity with various sensors, including Lidar, radar, camera, IMU, GPS, encoders, I/O, PLC, and solenoids.
• 5+ years of experience
• 5+ years of progressive experience in system server and network support.
• Working knowledge of Yaskawa GP7 robot systems programming and troubleshooting.
• Proficiency in supporting, updating, and deploying/maintaining Linux (Ubuntu, Debian) and Windows Server 2019 (and later).
• Scripting skills with Python, PowerShell, and/or Bash.
• Ability to troubleshoot issues without clear problem descriptions.
• Experience with local and cloud-based tools for problem resolution.
• Capability to work independently in a fast-paced environment.
• Knowledge of networking architectures and protocols, with cross-vendor functionality (Meraki/Cisco, Unifi, Checkpoint).
• Familiarity with AWS Services, such as Cloudwatch.
• Experience working with Dell servers, OpenManage, iDRAC, and white box systems.
• Deployment and maintenance of configuration management tools like Ansible, Git, Prometheus, Grafana, Docker, KVM, QEMU, etc.
• Experience partnering with vendors and customers to solve problems and develop solutions.
• Knowledge of programming and setting up industrial HMI.
• Proficiency in physical server and server OS troubleshooting.
• Customer management experience or experience working at customer sites is desired.

What we expect from everyone:

• Put people first (by helping others be at their best--and making sure we are, too)
• Communicate clearly (by speaking candidly, regularly, and respectfully to everyone)
• Own our work and the outcomes (by taking personal ownership to deliver on the commitments we make to our colleagues and our customers)
• Trust and be trustworthy (by acting with integrity and providing excellent work for each other and our clients)
• Value everyone's voice (because it's all about the best ideas--not bureaucracy).

What you can expect from us:

• 4 weeks of time off every year, including time off for volunteering and your birthday.
• Paid parental leave benefits.
• Flexible working hours and schedules (some positions-like this one-will do some on-call weekend work on occasion, but we expect you to take time off during the week to make up for it).
• Casual dress.
• A company-paid Google Pixel phone or a monthly credit to apply for your tech needs (including upgrading your bandwidth).
• 12 paid holidays, including Juneteenth and the day after Thanksgiving.
• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
• 401(k) matching up to 4%.
• Up to $5,250/year for certification, continuing education, and tuition reimbursement.
• We offer insurance coverage we're proud of for you, your family, and your spouse or domestic partner. We pay 100% of the cost of coverage for you for vision (through VSP), dental (through Guardian Dental), and some medical plans (through United Health Care, the largest health insurance company in the U.S.).
• HSAs, FSAs (health care, dependent care), and commuter benefits may reduce what you have to pay for these parts of your life.

About Apkudo: Our Vision

To meaningfully extend the useful life of connected devices while eliminating new e-waste.

Apkudo enables companies that sell or manage connected devices to maximize value from resale, repair, and reuse while eliminating e-waste.

Instead of relying on extensive labor and a patchwork of re-purposed systems, Apkudo provides a fully integrated solution to ensure that items such as mobile phones, tablets, watches, laptops, and wireless earphones move smoothly to the highest-value outcomes.

Apkudo's Circular Industry Platform includes the full suite of decision-support and operating tools: automated testing and grading systems, device lifecycle management, and resale market integration.

As a result, Apkudo customers always have the answer to the question, What do I do with this device, right now?

The Fine Print:

This role is primarily located in Dallas but may require travel within and beyond the DFW area, including international travel (Dubai and UK).

Physical requirements include standing for prolonged periods, bending, climbing, and lifting equipment weighing up to 50 pounds.

We are an agile organization, and so the duties and description of this role (like every other at Apkudo) may change at any time as we adapt.

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.