Kiosk Analyst

About Eyebot:

Eyebot is a deep tech startup revolutionizing vision care through rapid automated eye exams powered by AI and advanced optical technology. Backed by top investors and the National Science Foundation, Eyebot is on a mission to make high-quality vision care more accessible than ever. Our headquarters is located in Boston’s historic North End waterfront.

Job Description:

We’re looking for a driven, detail-oriented Kiosk Analyst to own the performance, reliability, and deployment of our kiosk fleet. This role is essential to ensuring that every Eyebot kiosk is fully operational, efficiently deployed, and properly supported. You will coordinate installations and removals, oversee preventative and reactive maintenance, and serve as the main point of contact for all customer service and field support needs related to our kiosks.

If you love solving operational puzzles, keeping complex systems running smoothly, and working across departments and vendors to make things happen, this is the role for you.

Key Responsibilities:

1. Kiosk Uptime & Maintenance Coordination

• Work closely with the technical team to develop monitoring systems and own kiosk uptime, targeting 99.5%+ availability across the network.

• Proactively schedule and track preventative maintenance cycles.

• Respond to inbound maintenance issues and dispatch appropriate internal or third-party support.

• Coordinate on-site troubleshooting and repair workflows with external technicians and vendors.

2. Deployment & Installation Logistics

• Coordinate all kiosk installs and uninstalls.

• Work with the operations team to schedule deliveries, pickups, and warehouse logistics.

• Serve as the key point of contact for customers and field teams during deployments to ensure a smooth and professional experience.

3. Customer & Field Support

• Act as the primary point of contact for customer service issues related to kiosk performance.

• Log and triage issues, escalating internally as needed to product, engineering, or support teams.

• Gather end-user feedback and flag recurring issues or feature requests to relevant departments.

4. Vendor & Partner Communication

• Manage relationships with third-party maintenance providers and logistics vendors.

• Track performance and hold partners accountable to SLAs.

• Ensure accurate documentation, handoffs, and communication throughout kiosk lifecycle.

Your Background:

• 3+ years experience in operations, logistics, field service, or technical support—ideally at a hardware or retail tech company.

• Track record of managing external vendors or field teams.

• Proficiency in project management tools and strong organizational skills.

• Excellent communication and follow-through with both internal teams and customer-facing partners.

• Able to problem-solve on the fly and manage multiple deployments and maintenance needs simultaneously.

• Comfortable rolling up your sleeves in a fast-paced startup environment.

• Bonus: familiarity with basic technical troubleshooting or hardware deployments.