1. Customer Technical Support: Deliver end-to-end technical support for robotic products to clients, facilitating seamless installation, commissioning, and troubleshooting processes. Ensure the consistent and stable operation of product systems to meet client operational needs.
2. On-site Issue Resolution: Collaborate closely with clients’ on-site teams to diagnose and resolve a full spectrum of technical issues in product deployment and usage. This includes hardware and software fault localization, data anomaly troubleshooting, and implementation of effective corrective actions.
3. Product Optimization Feedback Loop: Gather, analyze, and synthesize client feedback as well as field performance data of products. Partner with product management and R&D teams to translate insights into actionable improvements, enhancing product performance, reliability, and user experience.
4. Application & Technical Training: Develop and deliver targeted training programs on product operation, routine maintenance, and troubleshooting for both clients and the internal engineering team. Elevate the overall technical competency and support efficiency across the board.
5. Technical Documentation Management: Author, update, and maintain comprehensive technical documentation, including installation guides, maintenance manuals, and troubleshooting handbooks. Ensure documentation is accurate, user-friendly, and aligned with the latest product iterations to support internal teams and clients.
6. Cross-functional Collaboration: Liaise with R&D, product management, and quality assurance teams on a regular basis. Drive cross-departmental initiatives to support continuous product optimization, iteration, and upgrading.
1. Educational Background: Bachelor’s degree or above in Electronic Engineering, Automation, Optoelectronic Engineering, or other related disciplines.
2. Professional Experience: Proven application engineering experience in robotics or intelligent hardware products. Prior internship experience in roles such as Field Application Engineer (FAE) or Technical Support Engineer is highly desirable.
3. Core Competencies:
- Solid understanding of the operational principles of robotics-related products and their diverse application scenarios across industries.
- Basic programming and data analysis skills, with the ability to perform parameter tuning and functional configuration to address specific client requirements.
- Proficiency in standard troubleshooting tools and methodologies, complemented by strong problem-solving and critical-thinking abilities.
4. Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to both technical and non-technical stakeholders. Fluent oral English is a significant plus.
