Technical Support Engineer
1. Showroom
Robot Maintenance & Readiness
1.1.
Robot Setup & Preparation: Prepare showroom robots for daily demonstrations
and customer visits, including charging, software checks, feed file updates,
mapping, branding, announcements, and other required configurations.
1.2.
Testing & Maintenance: Conduct routine checks to ensure showroom robots are
functioning correctly, identify faults, carry out basic repairs and
troubleshooting, and keep robots clean, updated, and ready for use.
1.3.
Demo Readiness: Ensure all demo robots, chargers, accessories, controllers, and
related equipment are available and in working condition before customer
demonstrations.
2. Support
for Sold Robots
2.1.
Delivery & Installation: Prepare sold robots according to the approved
scope, complete required configurations and testing, and support delivery,
installation, and customer onboarding.
2.2.
Technical Support: Provide after-sales support for sold robots by handling
technical enquiries, troubleshooting issues remotely or on-site, and
coordinating repairs where required.
2.3.
Support Tickets & Documentation: Record customer issues, maintain support
tickets, document troubleshooting steps and resolutions, and escalate complex
issues to the relevant technical team when required.
3. Robot
Rental Operations
3.1.
Rental Preparation: Configure rental robots based on each project requirement,
including branding, content, announcements, mapping, movement settings, and
other approved customizations.
3.2.
Pre- and Post-Rental Checks: Test robots before dispatch, record their
condition, verify accessories and equipment, and inspect robots again upon
return for any damage, missing items, or technical issues.
3.3.
On-Site Rental Support: Support delivery, setup, testing, operation, and
troubleshooting of rental robots at exhibitions, events, client premises, or
other project locations when required.
4. Customer
Demonstrations & Technical Assistance
4.1.
Product Demonstrations: Conduct showroom demonstrations, explain robot features
and applications, answer basic technical questions, and assist customers in
understanding how the robot can be used for their requirements.
4.2.
Customer Support: Respond to technical queries received through calls, email,
chat, walk-ins, or support tickets and ensure issues are resolved or properly
escalated.
4.3. Prospect Data Entry: Record
prospective customer details, enquiries, requirements, and follow-up
information accurately in the company CRM or designated system.
Requirements
1.1. Diploma
or Bachelor’s degree in Robotics, Mechatronics, Electronics, Engineering, IT,
or a related technical field.
1.2. Basic
knowledge of robotics, software configuration, troubleshooting, networking, and
technical support.
1.3. Comfortable
conducting robot demonstrations and communicating with customers. Able to
travel to client sites, exhibitions, and project locations. Willing to work
flexible hours when required for rentals, events, deliveries, or customer
support.
1.4. Physically
able to safely lift, move, load, unload, and position robots, equipment, and
project materials as part of the role.