Global Fleet Operations Specialist

Apptronik is a human-centered robotics company developing AI-powered robots to support humanity in every facet of life. Our flagship humanoid robot, Apollo, is built to collaborate thoughtfully with people, starting with critical industries such as manufacturing and logistics, with future applications in healthcare, the home, and beyond. We operate at the cutting edge of Applied AI, applying our expertise across the full robotics stack to solve some of society's most important problems. You will join a team dedicated to bringing Apollo to market at scale, tackling the complex challenges like safety, commercialization, and mass production to change the world for the better. Full-Time, Second Shift  |  Global Services and Support  |  Austin, TX (Hybrid) JOB SUMMARY Reporting to the Supervisor, Global Fleet Operations, the Global Fleet Operations Specialist is the first responder and operational backbone for our global fleet. Global Fleet Operations is the eyes and ears of the Global Services & Support (GSS) organization, our version of Mission Control, actively monitoring fleet performance, managing incoming case queues, diagnosing and triaging Level 1 technical challenges, and coordinating support for our service and repair teams. If you love solving complex puzzles, possess a knack for meticulous organization, are a cross-functional collaborator, and want to play a critical role on the front lines of the humanoid robotics industry, this role is your launching pad. The GSS Mindset  In Global Services & Support, we don’t just "fix things". We deliver confidence, at scale. Customer-First Obsession: You don’t just resolve tasks; you prioritize the human experience. Every build, fix, or workflow is measured by its impact on the people who rely on our technology. The Ultimate Partner: You are a collaborator at your core. You act as the essential bridge between the "messy reality" of the field and our internal ambitions, building trust across departments to ensure a unified effort. Operational Evolution: You don't just follow a process; you own it. You find joy in creating order where none exists and possess the discipline to constantly "improve the system." Dynamic Adaptability: You thrive in a "small-team" environment. You are a true team player who is comfortable wearing multiple hats and navigating fast-paced change with patience and a relentless focus on the solution. We are the shepherds of chaos. The Culture Catalyst: You are the person everyone wants on their project team. You bring a "solution-first" energy to every interaction, acting as a cultural ambassador who elevates the morale and standards of those around you. You understand that how we work together is just as important as the work itself. ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES Fleet Monitoring, Level 1 Triage & Service Coordination First Line of Defense & Triage: Actively monitor live fleet alerts and incoming case queues via Salesforce. Perform initial Level 1 diagnostic analysis on reported anomalies using internal software tools to resolve issues directly, whenever possible. Service Administration & Case Management: Own end-to-end case tracking, ensuring every ticket is properly categorized, populated with accurate metadata, and managed through its complete lifecycle to maintain data integrity and improve fleet MTTR (Mean Time to Repair/Resolve). Work Order & Dispatch Coordination: Coordinate service requests and dispatch workflows for service teams, ensuring clear handoffs, accurate customer/fleet details, and timely execution against operational SLAs. Actionable Escalations & Package Context: For complex hardware or software faults exceeding Level 1 scope, compile diagnostic context, logs, and system states into standardized escalation packages before routing to Tier 2/3 service leads or engineering teams. Cross-Functional Communication & Operational Continuity Operational Alignment: Act as “Mission Control” for GSS. You are the entry point for all customers , both internal and external. You are responsible for driving rapid issue resolution, maintaining fleet availability, and ensuring alignment across teams—keeping all stakeholders and customers informed as we progress towards resolution, escalating as needed. Shift Readiness & Handoffs: Drive seamless shift handovers and status reports to guarantee continuous, uninterrupted coverage and zero drop-off in active incident tracking as global operations scale. Success Metrics Response Time & Triage Speed: Minimize time from alert generation to initial triage and classification. First-Touch Resolution Rate: Maximize the percentage of Level 1 issues resolved directly without unnecessary engineering escalation. Escalation Quality: Deliver rich, accurate, and actionable incident data to Tier 2/3 engineering teams. SKILLS AND REQUIREMENTS Systems & Tech Savvy: Working knowledge of Salesforce or modern ticketi