Service Support Specialist

Service Support Specialist

As a Service Support Specialist on the Service & Customer Support team, you will be responsible for supporting customers and internal teams throughout the post-sales order fulfillment process. This role focuses on owning post-sales order accuracy, scheduling, and fulfillment for industry-leading mobile robotics and automated warehouse solutions.

Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics.

How You Will Make an Impact:

• Review sales orders after the sale to ensure all required information is complete, accurate, and ready for fulfillment.
• Monitor and schedule sales order fulfillment and delivery based on customer requirements, available inventory and operational capacity while collaborating with Operations, Production, Logistics, and Sales teams to prioritize shipments.
• Communicate order status, scheduling updates, delays, and changes to internal stakeholders and customers as needed.
• Ensure customer-specific shipping instructions and requirements are accurately communicated and followed.
• Assist with expediting urgent or priority orders while balancing operational requirements.
• Maintain accurate order records and update ERP/order management systems in real time with scheduling and fulfillment information.
• Investigate shipment or order issues and coordinate timely resolutions.
• Provide post-sales support to Sales and Customer Service teams by answering questions related to order status, availability, scheduling, and shipment timing.
• Proactively identify potential fulfillment issues and escalate to minimize customer impact.
• Follow established procedures and controls to ensure orders are processed consistently and accurately.
• Support process-improvement initiatives designed to improve order accuracy, on-time shipment performance, and customer satisfaction.

You Bring:

• 2+ years of experience in customer support, order fulfillment or a related customer-facing role within the high tech or related industry.
• Bachelor's degree or equivalent experience.
• Proficiency in CRM, ERP, and WMS used in order fulfillment operations.
• Strong attention to detail and accuracy, with the ability to identify discrepancies, maintain accurate records, and ensure tasks are completed correctly and efficiently.
• Strong time management and organizational skills to manage order volumes effectively.
• Ability to coach colleagues informally on processes and product knowledge.

The base pay range for this position is between $55,000 to $70,000 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.