Senior Service Upgrade Specialist

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 experience. 

• 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.