Robotic Assistance Devices

• 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.

• 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.