● Collaborate with the presales team to conduct site surveys and assessments. This involves evaluating the customer's location, infrastructure, and specific requirements to determine the ideal setup and deployment for the robot.
● Responsible for setting up and commissioning the robot on-site, and ensuring the robot is ready for operation in accordance with the deployment plan.
● Carry out assembly and functional testing of robot customisations in the workshop, in accordance with the Manufacturing Order.
● Perform component configuration tasks in the workshop for both new robots and spare parts.
● Perform thorough testing, identify and troubleshoot errors/failures and implement appropriate solutions to resolve the issues promptly.
● Perform repairs and maintenance tasks for the robot. This involves conducting regular maintenance activities as per the SOP/guidelines and addressing any breakdowns or equipment failures.
● Travel to customer sites, both local and international, to provide on-site support, conduct setup/commissioning, perform maintenance tasks, and resolve technical issues at short notice to provide support or address urgent issues.
● Able to adapt to the different work environment and schedule, which may include night shifts and public holidays.
● Responsible for documenting service and fault reports in Jira and Connecteam. This includes accurately recording the details of the service provided, issues encountered, and the actions taken to resolve them. These reports are typically submitted to superiors and key individuals within the organization for review and analysis.
● Maintain detailed records of all tasks related to customer service. This includes maintaining customer service logs, updating internal service records, and ensuring all documentation is completed in a timely manner.
● Provide training to customers and end-users on robot handling, maintenance, and robot safety operation. Update training documentation, including user manuals and service guides, to facilitate knowledge transfer and enhance support processes.