Customer Experience

• Being part of a fast-growing robotics and AI company with genuine ambition, where your career can accelerate alongside us.

• The opportunity to build THEKER's customer experience function and its future control center from scratch.

• A focused, talent-dense team where your work is visible and your decisions count.

• An environment where new ideas are encouraged and your contributions shape both the product and the company.

• 100% on-site work in Barcelona, with remote on-call shifts according to the rotation schedule.

We are looking for a Customer Experience Technician to be the voice of THEKER when a client's production stops. If a THEKER robot goes down on a plant floor, someone has to pick up the phone. That someone is you.

You will run the support line for the cells we already have in production. The protocols, maintenance sheets and criteria you build now will become the standard for THEKER's future permanent control center.

Day to day, you take the call or the alarm, understand in seconds what is happening in the cell and decide the next step. Sometimes that means guiding the client's maintenance lead remotely. Other times it means sending a technician to the plant or escalating to engineering. The case is yours from start to finish. It does not close until the robot is producing again.

• Own the hotline and the automatic alarms triggered by any stoppage. The first-response target for P1 cases is 5 minutes.

• Classify every case from P1 to P6 using our decision matrix, after confirming client, plant, cell, robot and symptom. When in doubt, the worst case wins.

• Contain first whenever people or equipment are at risk. Diagnosis comes after.

• Diagnose electrical, mechanical, pneumatic, software and vision faults remotely, and guide the plant team step by step using our maintenance sheets.

• Escalate to the field technician, a software engineer or R&D when needed, and keep ownership of the case until the cell is producing again and the ticket is closed.

• Log every call, action and piece of evidence and meet the 24-hour restoration SLA whenever spare parts and plant access are available.

• Return missed calls and voicemails, and keep the client informed until the case is closed.

• Turn every repeated incident into a concrete fix: a new maintenance sheet, an improvement to the AI chat in our internal tool, an extra spare part in the plant kit or specific feedback for the product team.

• You're excited by a fast-paced and ambitious environment. The opportunity ahead of us is enormous, and we're going all in to capture it.

• You want responsibility early on, delivering at world-class standards for leading clients.

• You enjoy experimenting, iterating quickly, and embracing change as part of the learning process.

• You keep a cool head at 3 a.m. with a stopped production line on the other end of the phone, and when something fails twice, you fix it so it doesn't fail a third time.