ABOUT THE ROLE
The After-Sale Service Engineer (or namely Field Service Engineer) is the technical frontline for the customer. Their primary goal is to ensure the deployed robot or AI solution achieves and maintains its promised performance, driving customer satisfaction and retention.
RESPONSIBILITIES
a. Technical Support & Diagnostics:
- Act as the Tier 2/3 technical expert for deployed systems, troubleshooting complex hardware, software, and integration failures remotely or on-site.
- Perform root cause analysis (RCA) on system failures, distinguishing between hardware defects, software bugs, AI model drift, or user error.
- Utilize remote diagnostic tools to access and analyze logs from the robot's operating system, AI models, and sensor data.
b. Maintenance & System Health:
- Execute scheduled preventative maintenance and system health checks as defined in the service contract scope.
- Manage and coordinate the repair, replacement, and calibration of robotic components and sensors during maintenance phase.
- Oversee the deployment of software and firmware updates to the deployed robotic fleet, ensuring minimal disruption to client operations.
c. Customer Relationship & Value Retention:
- Act as the customer's primary technical point of contact post-deployment, managing communication during critical outages.
- Monitor the system's performance against the Service Level Agreement (SLA) and proactively address potential issues.
d. Training and Handover:
- Provide advanced on-site training to the client's maintenance staff and operators on system usage, basic troubleshooting, and safe operation procedures.
REQUIRED QUALIFICATIONS
The ideal candidate blends strong technical expertise with excellent customer-facing soft skills, which is typical for a start-up environment requiring versatile team members.
- Education: A bachelor's or master's degree in a relevant technical field of Robotics and Automation Engineering, Mechatronics Engineering.
- Experience: 3+ years in a related role such as Field Service Engineer, Technical Support Specialist, or After-Sales Engineer, preferably in the automation, robotics manufacturing industry.
SPECIFIC KNOWLEDGE
- Strong understanding of Collaborative Robots (Cobots), or Autonomous Mobile Robots (AMRs).
- Proficiency with PLC (Programmable Logic Controller) programming and control systems.
- Experience with AI/ML platforms, data processing, and an understanding of how to troubleshoot AI model performance in a real-world setting.
- Familiarity with operating systems like ROS (Robot Operating System) or other industrial automation software.
**We will proactively contact candidates who align well with the position's requirements.**
