[ref. a07235301] Robotics After-Sales & Technical Support Engineer

About Us

We are an innovative robotics company dedicated to revolutionizing automation in commercial and consumer markets. We are looking for a skilled and customer-focused Robotics After-Sales & Technical Support Engineer to join our team and ensure seamless product performance and customer satisfaction.

Key Responsibilities

1. Online Technical Support – Provide remote troubleshooting, diagnostics, and resolution for customer-reported technical issues.
2. Incident & Ticket Management – Manage and track technical support tickets, ensuring timely resolution and proper closure.
3. Real-Time Alert Management – Monitor online system alerts and proactively address potential issues before they escalate.
4. Product Data Monitoring – Continuously monitor robot performance data, conduct analytics, and suggest optimizations.
5. Customer Relationship Management – Maintain ongoing customer engagement, handle general inquiries, and provide technical consultation.
6. On-Site Support & Critical Issue Handling – Conduct site visits for key clients, diagnose and resolve complex issues efficiently.

1. Repair Order Approval & Dispatching – Validate and approve maintenance requests, coordinate technician dispatch for repairs.
2. Third-Party Repair Management – Work with external service partners to ensure proper execution of repair and maintenance services.
3. Preventive Maintenance Scheduling & Execution – Plan and execute scheduled maintenance services for deployed units to enhance reliability.
4. Technical Documentation & Knowledge Base – Develop manuals, FAQs, and training materials to improve customer self-service support.

• Education: Diploma/Degree in Engineering, Robotics, Mechatronics, or a related technical field.
• Experience: At least 1-3 years of experience in robotics, automation, mechatronics, or after-sales technical support roles.
• Technical Skills:
• Hands-on experience with robotic hardware, sensors, actuators, and control systems.
• Proficiency in diagnostics and troubleshooting, with the ability to respond promptly and provide quick temporary solutions.
• Basic programming or software debugging experience is a plus.
• Customer-Oriented Mindset: Strong communication skills to interact with clients and explain technical solutions clearly.
• Problem-Solving Skills: Ability to work independently and efficiently resolve issues in high-pressure situations.
• Language: Proficiency in English is required; knowledge of Mandarin is a plus (to support Chinese-speaking clients).

Why Join Us?

Opportunities for career growth and continuous skill development.