Robotics break/fix

Robotics Break/Fix Field Service

Break/fix is the repair visit: a robot is down or degraded, remote diagnosis has gone as far as it can, and someone has to get to the site with the right part and the right procedure. Autonomy Field Services dispatches a matched technician, executes the approved repair, tests the unit, and closes the event with documentation.

Request Break/Fix Coverage Coverage area

Technician's hands using a screwdriver to service a robot module

The dispatch workflow

Request: Site, platform, symptom, remote-diagnosis findings, suspected parts, service window, and site access details.
Matching: A technician is assigned by geography, skill set, and any platform training the program requires.
Parts: Replacement parts are confirmed before dispatch: customer-shipped, OEM-shipped, or coordinated by Autonomy per the program.
Onsite: Error verification, physical troubleshooting, approved module replacement, cabling and connector checks, and functional testing.
Escalation: If the fault is not what was expected, the technician escalates to your remote engineering contact before going beyond scope.
Closeout: Before/after photos, parts used and returned, test results, and remaining issues, reviewed before the event closes.

What a break/fix visit can include

Physical troubleshooting and error verification
Approved module and assembly replacement
Motor, wheel, sensor, and camera replacement where the platform allows field replacement
Battery replacement where field-serviceable
Cabling, connector, and harness inspection and reseating
Dock and charger checks
Functional testing and mission verification
Before and after documentation

OEM-directed troubleshooting

Repairs follow the manufacturer's service procedure and the customer's program instructions. The technician does not improvise a fix on a platform they were not authorized to open. When onsite findings differ from the remote diagnosis, the event turns into a remote-hands session with your engineering team until a decision is made: proceed with an approved step, order a different part, or close the visit with findings.

Replacement parts and reverse logistics

Parts are the pacing item in most repairs. Autonomy coordinates replacement-part delivery to the technician or site, captures serials of parts installed and removed, supports RMA paperwork, and handles failed-part and core returns with shipping documentation. Storage and stocking programs are scoped separately.

Functional testing and closeout

A repair is not complete until the unit has been tested against the platform's verification steps and, where applicable, run through a mission or route with the customer's site contact present. The closeout record states what was tested, what passed, what did not, and what was left open, so your support team can close the ticket with confidence or schedule a follow-up.

Why outsource break/fix

Reach a down unit without flying an engineer
Standing programs give predictable coverage for warranty and RaaS obligations
Parts, procedure, and access are confirmed before anyone drives to the site
Consistent repair evidence for warranty, RMA, and customer reporting
Repairs found during PM can be routed into the same program

Coverage

Autonomy Field Services supports commercial robotics deployments throughout Tennessee and the Southeast United States, including Nashville, Knoxville, Chattanooga, Memphis, Middle Tennessee, and East Tennessee. Coverage for a specific site or program is confirmed during scoping, and multi-site programs beyond these markets are scoped case by case.

FAQ

Frequently asked questions

Can you support OEM warranty or break/fix programs?

Yes. Break/fix can run as individual dispatches or a standing program with agreed scopes, parts handling, escalation contacts, and documentation requirements defined in the program agreement.

Who supplies replacement parts?

Defined per program: customer-shipped, OEM-shipped, or coordinated by Autonomy for the event. Installed and removed serials are captured and returns are documented.

What if the technician finds a different fault onsite?

The technician escalates to your engineering contact and the visit continues as a remote-hands session until your team decides how to proceed.

What is out of scope for a repair visit?

Anything the platform does not designate as field-serviceable, plus licensed electrical, high-voltage, safety-critical, and industrial robot-cell work.

Related services and coverage

Service inquiry

Structure break/fix coverage for your installed base

Tell us the platform, the sites, the parts model, and the service window your customers expect. Field operations will respond with how a program can be set up.

Prefer email? service@autonomyfieldservices.com