Robotic Assistance Devices

Solutions Engineer

• Monitor device health continuously; when a device goes offline, create a ticket, notify the client with clear next steps, and partner with the hardware team through resolution.
• Perform root cause analysis on software and hardware issues, and implement corrective and preventive solutions.
• Troubleshoot low-voltage systems, network connections, and configurations to ensure they meet performance standards within RAD's software platform.
• Provide on-site and remote support for hardware deployment and system troubleshooting.
• Oversee integration and testing of RAD's software with proprietary robotics hardware, and manage software updates with minimal disruption to end-users.
• Ensure every client participates in training sessions and device setup calls; record sessions when possible, and distribute guides and reference materials.
• Deliver hands-on demonstrations and training tailored to each client's needs.
• Regularly spot-check devices, detections, alarm queues, and login activity to confirm healthy detection rates, minimal false positives, and timely alarm acknowledgment.
• Conduct quarterly check-ins and recommend refresher training or workflow updates as needed.
• Respond to client communication as quickly as possible; even without an immediate resolution, acknowledge requests and clearly communicate next steps.
• Deliver clear, concise communication to both technical and non-technical stakeholders.
• Provide regular progress updates to internal and external stakeholders, maintaining transparency.
• Ensure detections align with client goals and real-world use cases.
• Share analytics and reporting consistently, highlighting incidents prevented and security improvements.
• Gather client feedback, escalate software requests to the development team, and recommend analytics or workflow enhancements accordingly.

Software Implementation Manager

Manager

• Ensure all hardware is installed according to RAD standards, verifying correct placement, coverage, orientation, secure mounting, physical safety, power, cabling, network connectivity, and environmental suitability.
• Validate device labeling, IDs, and configuration details, and perform final quality checks before considering an installation complete.
• Confirm devices are powered on, network-connected, and correctly identified in RAD systems before handoff.
• Provide complete handoff documentation to the software team, including device IDs, locations, site photos, network details, and any known constraints or open items.
• Explicitly notify the software team when hardware is ready for configuration — a deployment isn't "complete" until the software team confirms readiness.
• Treat every hardware issue as urgent once identified: create a ticket immediately, assign clear ownership, and track it actively to resolution.
• Coordinate quickly with technicians, vendors, and internal teams to resolve issues.
• Validate performance after resolution — not just "fixed on paper."
• Build and maintain a trusted network of local technicians in each deployment region.
• Ensure technicians are trained on RAD standards, can execute installs correctly the first time, and respond quickly and professionally when issues arise.
• Actively manage technician performance — retraining when possible, replacing when necessary — and prioritize reliability and consistency over lowest cost.
• Track all active and upcoming deployments, along with issue tracking, in a centralized system.
• Clearly define scope, timelines, dependencies, and owners for each project.
• Coordinate schedules across multiple clients, sites, and technicians, and proactively identify conflicts, risks, and capacity constraints.
• Set clear client expectations around installation and service timelines, site readiness requirements, and what will happen during install or service visits.
• Communicate proactively about delays, changes, or issues discovered on-site, along with next steps and resolution plans.
• Confirm completion and readiness with the client before closing out a deployment.

Software Implementation Manager

Hardware Deployment Manager