Senior Service Upgrade Specialist

About this role

Who we are With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

What we need  

The Senior Service Upgrade Specialist   is responsible for   planning, coordinating, and executing upgrades, modifications, and retrofit programs at customer sites. This role   leads   the execution   of released engineering upgrades through structured field deployment, ensuring customer-site modifications are executed safely, consistently, and with minimal operational disruption .  

What we do  

The Lifecycle Management Team is part of  Symbotic’s  Service Operations organization and  is responsible for  ensuring our robotics systems deliver long-term performance, reliability, and measurable business value. We partner closely with customer executives, site leadership, and collaborate cross-functionally with technology, engineering, and site operations teams to  optimize  installed systems, drive operational excellence, and extend asset life. Our focus goes beyond maintenance. We proactively  identify  and execute refurbishment,  component  upgrades, and modernization initiatives that enhance system capability, improve uptime, and maximize return on investment.     

What   you’ll   do  

• Lead execution   of   field service upgrades and retrofit programs across multiple customer   sites.  

• Develop structured deployment plans, including site-level scheduling, resource allocation, and readiness planning.  

• Coordinate implementation of   engineering releases, technical bulletins, and design updates into executable field service upgrade plans.  

• Partner cross- functionally   with Service Operations, Engineering, Supply Chain, and Customer teams to ensure availability of parts, tools, documentation, and labor.  

• Manage site-specific constraints, customer communications, access requirements, and operational downtime planning.  

• Monitor retrofit progress, completion status, budget adherence, and post-upgrade validation activities.  

• Ensure compliance with OSHA standards, safety protocols, quality requirements, and customer operational standards during modifications.  

• Troubleshoot complex electro-mechanical or automation systems issues   encountered   during upgrade execution.  

• Capture field feedback, lessons learned, and operational insights .  

• Utilize operational data and analytics to track performance,   identify   trends, and improve field deployment efficiency.  

• Serve as a primary point of contact   for customers, internal stakeholders, and third-party vendors during upgrade execution.  

• Manage conflict resolution, crisis response, and issue escalation to   maintain   project momentum and customer satisfaction.  

What   you’ll   need  

• Bachelor’s degree in Engineering , Operations, or a related field (or equivalent practical experience) .  

• Minimum of 5 years of related experience or equivalent work experienc e.  

• In-depth knowledge   of electro-mechanical or automation systems , including maintenance, installation, and repair protocols.  

• Proven ability to manage multi-site deployments and coordinate cross-functional teams.  

• Experience managing budgets, labor tracking, and cost controls within field operations.  

• Strong organizational, communication, and stakeholder management skills.  

• Ability to   operate   effectively in dynamic, high-pressure site environments.  

• Approximate 60% may be   required   in support of the position’s responsibilities .  

Our Environment  

• Remote, field-based position .  

• Employees must have a valid driver’s license and the ability to drive and/or fly to clients and other customer locations.   

• Our head office is in Wilmington, MA. The person taking this position will   be required   to perform work at our customer distribution centers locations for extended periods of time where equipment is being installed and ready for commissioning.   

• The employee   is responsible for   owning a credit card and managing/ submitting   their expenses for reimbursed on a bi-weekly basis to   Symbotic .   

• The employee is   frequently   required to walk and reach with hands and arms.   

• The employee   is routinely required to   work at heights of up to 45 feet and within restrictive areas of 24 inches. to stand; climb or balance and stoop, kneel, crouch, or crawl.   

• The employee must regularly lift and/or move up to 50 pounds.   

• Must   comply with   all safety requirements and protocols, including without limitation Lock out/tag out safety protocols and fall protection safety protocols .      

• If the site location is under construction, or as otherwise required in accordance with the applicable safety requirements for the work environment, you will be required to wear proper PPE (hard hat, safety vest, steel toes, eyeglasses, ear protection, fall protection (e.g., safety harness).  

• 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.   

#LI-JP1 #LI-Hybrid

About Symbotic Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit  www.symbotic.com

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