Technical Support Engineer

Position Overview

This role at AGIBOT ANZ involves being an integral part of the technical service and delivery team in Australia, focused mainly on providing post-sales technical support, managing customer operations, and sustaining long-term service relationships for robotics products. The position emphasizes establishing and enhancing the post-sales service system through excellent technical assistance, structured client interaction, and a strong knowledge management framework to maximize product value and foster enduring partnerships. Additionally, the role includes some involvement in pre-sales technical assessments and initial deployment planning.

Key Responsibilities

• Deliver prompt and thorough technical support to Australian customers, efficiently diagnosing and resolving product usage issues, and instituting a defined support response process to address urgent matters within agreed timelines.
• Develop and provide comprehensive customer training programs tailored to their technical capabilities, including onboarding, system administration, and troubleshooting guidance, utilizing in-person, online, and documentation methods to boost customer self-sufficiency and satisfaction.
• Implement scheduled maintenance and relationship management through regular check-ins, system evaluations, and optimisation recommendations to enhance system performance and cement customer trust.
• Manage the creation and upkeep of a local technical knowledge repository and best-practice manuals, continually refining documentation based on customer feedback and facilitating easy access to technical resources for both clients and internal teams.
• Perform regular system health and performance assessments to identify issues and opportunities for improvement, establish operational standards, and rapidly troubleshoot faults to maintain stable customer system functioning.
• Establish customer satisfaction monitoring mechanisms, gathering and analysing feedback to detect recurring problems and spearhead service quality enhancements.
• Engage in pre-sales technical requirements evaluation alongside sales teams, contributing technical insights and solution designs that address client business and system integration needs.
• Lead initial deployment planning post-contract, preparing detailed rollout plans, coordinating resources and partners, identifying and mitigating technical risks, and aligning deployment strategies with customer expectations.
• Support on-site installation, commissioning, system integration, testing, and acceptance processes, ensuring delivered products meet agreed technical standards and customer approval.
• Coordinate effectively with local integrators, hardware providers, and other partners during deployment to ensure timely, quality execution and issue resolution.

Requirements

• A Bachelor’s degree or higher in mechanical engineering, electrical engineering, automation, computer science, or related fields, with preference for candidates from robotics or industrial automation backgrounds.
• One to three years of technical support, customer service, or operations experience with at least one year working directly with robotics, industrial automation, or intelligent equipment, preferably including large customer base support.
• A strong customer service attitude focused on satisfaction, accountability, and professional composure under pressure.
• Proficient problem solver with deep knowledge of robotics product technology, able to independently diagnose and fix complex software and hardware issues.
• Excellent communicator capable of conveying technical details to diverse audiences and understanding client needs accurately.
• Skillful in knowledge management and documentation, able to produce clear technical materials and training content.
• Quick learner able to adapt to new technologies, products, and market demands.
• Familiarity with hardware integration and software setup of common robotics systems, and understanding of technical needs within industrial automation, logistics, and manufacturing sectors.
• Experience using support and ticketing systems, coupled with basic data analysis skills to monitor service quality and customer satisfaction.
• Fluency in English for professional technical communication is mandatory; ability to communicate in Chinese with headquarters is advantageous.

Working Details

The position is based in Australia, with the specific city flexible according to business needs and candidate circumstances. It requires approximately 1 to 2 weeks of monthly travel for customer site visits involving technical support, maintenance, and inspections. Occasional trips to China headquarters for technical training and knowledge sharing will also be expected.