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, commissioning the robot on-site and ensuring the robot is ready for operation.
Perform thorough testing, identify and troubleshoot errors/failures and implement appropriate solutions to resolve the issues promptly.
Handle 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 (whenever necessary), 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. Additionally, you should be willing to adapt to the customer's work environment and schedule, which may include night shifts and public holidays when necessary.
Responsible for documenting service and fault reports. 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.
Train customers and end-users on the proper handling, maintenance, and safety procedures of robot operation. Create and update documentation, including user manuals and service guides, to facilitate knowledge transfer and enhance support processes.