Responsibilities:

Ticket Handling

1、Analyze and assess the reported hardware issues to determine the appropriate course of action within required time. Maintain accurate and detailed records of ticket status, actions taken, and resolutions provided

2、Diagnose hardware problems remotely whenever possible, guiding customers through troubleshooting steps to resolve minor issues

3、Conduct in-depth analysis of complex hardware problems, utilizing diagnostic tools and techniques to identify root causes and develop effective solutions. Escalate complex or critical hardware issues to higher-level technical support or engineering teams for further investigation and resolution

4、Collaborate with internal teams, including customer service, software engineers, project manager and field service technicians, to address hardware-related customer issues and ensure proper resolution

5、Coordinate with field service technicians to schedule on-site visits for hardware repairs or replacements, if required

6、Proactively identify opportunities to automate and streamline ticket handling processes, leveraging technology and tools to enhance efficiency and customer satisfaction

Routine Maintenance

1、Perform or arrange routine preventive maintenance tasks on hardware components, including AMR and all other hardware components to ensure optimal performance and longevity

2、Keep accurate records of maintenance activities, including maintenance logs, checklists, and equipment service history

3、Collaborate with vendors or distributors to plan and coordinate remote hardware upgrades

4、Conduct customer/ partner/ vendor training sessions on system operation, troubleshooting, and preventive maintenance

5、Provide accurate and detailed technical documentation and troubleshooting guides to assist customers in resolving hardware issues independently

Requirements:

1、Familiar in PLC programming, industrial automation system is a plus

2、Familiarity with robotic systems and automation technologies is a plus

3、Good communication skills, able to work with customers directly in solving on-site issues

4、On shift may be required for this role

极智嘉科技股份有限公司

极智嘉科技股份有限公司