Tel Aviv, Israel
Global Technology Services

Tier 3 Team Leader

About Fabric

Fabric enables retailers and brands to profitably scale their online business with fast fulfillment and a new kind of delivery experience. By leveraging innovative software and robotics and placing flexible micro-fulfillment centers close to where customers are, Fabric helps businesses meet even 1-hour delivery standards. Better yet, with Fabric’s powerful technology, businesses can deliver an engaging, branded experience that helps strengthen their customer relationships.

Founded in 2015, Fabric has raised $338 million to date and is backed by Aleph, Corner Ventures, Canada Pension Plan Investment Board (CPPIB), Evolv (Kraft Heinz), Innovation Endeavors, La Maison, Playground Ventures, and Temasek. With offices in New York City, Atlanta and Tel Aviv, Fabric is constantly growing with over 200 team members globally and 20 sites under development/contract, including four live micro-fulfillment centers. 

Fabric continues its rapid expansion and plans to continue rolling out its operations in key urban locations, as it realizes its mission, to bring brands and online shoppers closer.


Tier 3 Team Leader

We are looking for a Tier 3 Team Leader to join our Global Technology Service team in Israel


Team 

Tier 3 is the final escalation point within the service organization and the link to R&D, engineering, production, and quality departments regarding mechanical and electrical issues, that the teams in the field (Tier 1 and 2) didn’t manage to solve.


Job Overview

Under general supervision, you will lead the Tier 3 team. As a Tier 3 team leader, you will lead the troubleshooting and resolving process of the most difficult and complicated issues. 

You will provide constant feedback to the R&D team in order to improve system robustness and reliability as well as to enrich the next version of the product with field experience. 


Responsibilities 

The tier 3 team leader is part of the professional services team and will collaborate with professional services system engineers, NPI engineers, and R&D engineers, to share knowledge and best practices.

  • You will be writing requirements that will improve system robustness, reliability, and maintainability of Fabric’s advanced robotic system. 
  • You will be the last focal point for the technical team on-site (Tier 2) regarding mechanical and electrical issues.
  • You will be working closely with the RnD, Engineering, production, and quality teams in order to resolve complex technical issues raised from the global service teams. 
  • You will approve, guide, and deliver engineering changes to the field.
  • You will monitor and verify the system performance to meet the operational requirements as planned. 
  • You will report problems or changes to the professional services team. 
  • You will be working closely with the training team in order to improve the knowledge and skills of the technical team on-site.
  • You will be in charge of developing troubleshooting processes for complex issues that will meet the technical team skills.
  • You will be working closely with the production team to define diagnostic tools to monitor faults on-site.
  • You may mentor other Field Service Engineers on tools, problems, and technology and serve as a professional services technical resource, as well as assist the sales team in the development of cost estimates for complex projects. 
Requirements
  • Bachelor of Science Degree in Engineering or Technology (Electrical Engineering - a plus)
  • 5+ years’ experience required in a field technical role in a multidisciplinary environment. 
  • A “Hands-on” approach is a must.
  • Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
  • Experience within the electro-mechanical industry with basic knowledge and understanding of robotic systems.
  • Ability to logically troubleshoot hardware issues to determine the root cause and present suggested work-around and solutions.
  • High level of technical troubleshooting mechanically as well as debugging skills.
  • Able to act and lead independently and to coordinate the work of others on a job site and explain technical information to non-technical people.
  • Effective interpersonal skills to represent the company to customers and other outside contacts. 
  • Team player with excellent presentation and communication skills. Able to write technical specifications and detailed field notes, work with R&D to identify system bugs and workarounds.
  • Valid driver’s license.
  • Travel is required