Technical Support Engineer

1. Robot Management & Operations

1.1. Robot Setup: To set up robots as per the scope of work directed in the project document by the CEO/CTO, including updating robot feed files, mapping, announcements, branding, performance optimization, and all configurations required for delivery.

1.2. Testing & Quality Control: Conduct performance testing, integration testing, and quality checks. Submit reports, apply fixes, and record test procedures and results. Install, program, and repair controllers and tools. Inspect installation sites and train operators on robotics usage.

1.3. Monitoring Performance: Monitor robot performance to ensure systems remain updated, secure, and protected from cyber-attacks, mishandling, or damage as per company policies and procedures.

1.4. Maintenance & Repairs: Maintain and manage robots in good condition. Diagnose issues and perform repairs either at client premises or within company premises.

2. Customer Support & Experience

2.1. Customer Interaction & Demonstrations: Assist customers by conducting product demonstrations, explaining features, and asking relevant questions to understand requirements. Ensure a welcoming and professional customer experience.

2.2. Customer Queries Handling: Respond to customer queries via call, email, chat, and walk-ins in a timely and accurate manner, ensuring proper resolution or escalation to relevant teams.

2.3. Technical Support & Ticket Management: Manage customer enquiries and technical support tickets by assigning them to appropriate teams, following up on resolutions, handling complaints, and providing after-sales support when required.

3. Research & Development

3.1. Robot Training & Development: Apply machine learning techniques to design and build robotics applications. Use computer-aided modelling, perform testing for safety and quality, and work on perception, mapping, anomaly detection, and system optimization.

3.2. Knowledge Base Development: Continuously learn and stay updated on new robotic products, technologies, features, and software updates. Create and maintain technical documentation, user guides, troubleshooting materials, and knowledge bases to support internal teams and improve customer support efficiency.

3.3. Events & Industry Participation: Stay updated with advancements in robotics and relevant engineering fields. Participate and take an active role in company-led events such as Robo Camps, Robotics Championships, Internships, Exhibitions, and Expos. Be flexible with working hours and locations based on event requirements.

Requirements

1.1. Degree in Engineering, Mechatronics, or similar field, in Robotics, along with exposure towards Robotics projects

1.2. The ability to multitask, work in a fast-paced environment, and meet deadlines.

1.3. Consistent, accurate, and thorough with an eye for details.

1.4. Excellent customer service, outstanding communication skills, written and verbal skills are a must.

1.5. Discipline to keep the deadline-driven environment, provide timely reports, and feedback.

1.6. The ability to multitask, work in a fast-paced environment, and meet deadlines.