Technical Support Engineer

Job Summary / Purpose: Responsible for maintaining and preparing showroom robots, supporting rental projects, and providing technical support for sold robots. The role ensures robots are properly configured, tested, maintained, and ready for customer use, while also conducting demonstrations, troubleshooting issues, maintaining technical documentation, and accurately recording prospective customer enquiries in company systems.

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.

1.5. Must have a valid self-sponsored UAE residence visa, such as a Golden Visa, family-sponsored visa, or other valid residence visa.

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