Command Center Operator

Command Center Operator

Symbotic is currently seeking a talented ROC Operator who would be responsible for remotely monitoring specific functions and operations of our automated material handling system, assisting in the coordination of on-site troubleshooting efforts, and assisting in the escalation of systematic issues to internal subject matter experts. This person will drive continuous improvement efforts through the identification of root causes and by partnering with cross-functional teams to drive execution of performance criteria of the automation system.

As a member of the Remote Operations Center (ROC), you'll provide remote support to field operations and systems across various locations. However, please note that the work itself is performed 100% onsite at our Wilmington, MA office.

The term "remote support" refers to the nature of the assistance you'll be providing (i.e., supporting systems and teams located elsewhere), not the location you'll be working from.

The ROC Operator sits in the Remote Operations Center, which is a centralized Symbotic-managed operations hub that enables remote monitoring, control, and optimization of site operations across our network from one unified facility.

The Remote Operations team is a new group within the Customer Operations organization, which is responsible for leading the day-to-day operations of Symbotic's robotic material handling system. The Customer Operations organization drives operational excellence by engaging and partnering with our onsite customers and supporting cross-functional partners to drive best-in-class quality, safety and system performance.

What you'll do:

• Remotely monitor automation system performance and availability through collaboration and active communication with the onsite team.
• Enhance local control center operations through active communication, acceleration of control center workflows, and escalated incident response time.
• Remotely manage specific automation system use cases and determine best course of action to maintain system up-time, performance, and availability.
• Develop standard operating procedures and documentation to drive performance enhancements, adjusting to changing business conditions as required.
• Drive and maintain a professional teamwork environment by being an excellent team player and working with various members of the technology, operations, and on-site teams.
• Participate in the initiatives for continuous improvement, standardization, and improvement of the warehouse automation solution.
• Define best practices and design operating model procedures for the Remote Operations Center.
• Effectively communicate and troubleshoot software issues with off-site Symbotic software engineers and on-site Symbotic and customer teams.
• Become a remote software expert by gaining an excellent understanding of system interrelations and consequences.
• Assess cause of automated robotic vehicle failure, examine log files and take detailed notes and alert service personnel.

What you'll need:

• Associate or bachelor's degree in Logistics, Supply Chain, Manufacturing, or Industrial Automation or equivalent work experience.
• Minimum of 3 years in a computer or automation environment desired. Must have a strong knowledge of automation, warehousing, and business processes.
• A desire to learn new equipment and assist team members as needed.
• Takes critical feedback and recognition positively.
• Ability to multi-task and perform multiple job functions at once.
• A high sense of urgency.
• Effective detail-oriented communicator.
• Brings strong leadership skills with ability to motivate cross-functional or cross-facility groups.
• Ability to direct and guide employees daily standard work.
• Ability to develop standards, processes, and documentation for dealing with specific problems using data-driven decision making.
• Understanding of drivers of system performance and ability to report on trends of problems and present solutions.
• Must be literate, written and verbal, in English Language.

Our Environment:

• This role is 100% onsite at our Wilmington, MA location.
• This position is a shift-based role with a typical shift of 12 hours. Your shift will be determined based on overall team structure, customer, and business needs.
• Up to 5% travel may be required, with travel during onboarding/training up to 100% .
• A valid driver's license is required, and you must be able to drive or fly to customer locations.
• You are responsible for covering travel expenses with a personal credit card, which will be reimbursed on a bi-weekly basis.
• The ROC is a 24/7 operation. Dependent on shift schedules, there may be situations when you are working independently in an office environment.
• Dependent on shift schedules, there may be situations when you are working in an isolated situation at night.
• During required travel for training and to visit facilities the following may apply:
• There will be steep stairs to climb into the structure. You may be required to routinely walk up and down stairs to navigate the automation structure.
• You may regularly be near railings that are high off the ground.
• Subject to environmental conditions, protection from weather conditions but not necessarily temperature changes. Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit.
• The employee may be required to work at heights of up to 45 feet and within restrictive areas of 24 inches. Where you may need to be able to stand, climb, balance, stoop, kneel, crouch, or crawl.
• Must be capable of occasional and/or continuous feeling, seeing, hearing, bending, twisting, stooping, pushing, pulling, balancing, gripping, climbing, crawling, sitting, handling objects, and repetitive movement using both hands and feet.
• Must comply with all safety requirements and protocols, including without limitation Lock out tag out safety protocols and fall protection safety protocols.