Customer Service Engineer

Overview

As a Customer Service Engineer for automated warehouse and distribution center, you will be responsible for providing efficient and professional technical support and customer services to ensure stable equipment operation and enhance customer satisfaction.

Responsibilities

• Equipment Maintenance and Technical Support — Working at the customer’s facility. Respond promptly to customer repair requests, trouble shooting, and resolve mechanical, control, or software failures in automated logistics equipment (ASRS, conveyors, robotics).
• Conduct regular equipment inspections, preventive maintenance, and performance optimization to minimize downtime risks.
• Equipment Performance Monitoring and Optimization (Long-term objective) — Monitor, analyze, and evaluate equipment availability and overall operational efficiency, generating regular health reports.
• Propose optimization solutions (e.g., hardware upgrades, parameter adjustments, process improvements) based on data analysis to enhance equipment performance and reliability.
• Assist customers in optimizing equipment layout, operational logic, or maintenance strategies to improve overall logistics efficiency.
• Spare Parts and Consumables Management — Coordinate with the supply chain department to ensure timely spare parts supply and guide customers in replacement and debugging.
• Track spare parts usage and propose inventory optimization suggestions to reduce customer maintenance costs.
• Customer Training and Relationship Maintenance — Provide training to customer operators on equipment usage, basic maintenance, and performance optimization to improve their self-support capabilities.
• Conduct regular follow-ups with customers, collect feedback, and drive internal improvements to enhance satisfaction.
• Collaborate with R&D and production departments to provide feedback on product defects or optimization suggestions, and upgrades of the driving equipment.
• Participate in system / device upgrade, to ensure delivery quality and provide subsequent optimization recommendations.

Qualifications

Job Details

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