Technical Field Support Expert

3 days ago

Dubai, Dubai, United Arab Emirates Analog AI Full time

About Analog

Analog is a pioneering AI company that leverages edge computing solutions to connect people, places, and things through smart sensors and mixed reality devices. Our goal is to craft technology that enhances human capabilities, not replaces them.

Job Summary

As a Field Service Engineer at Analog, you will be responsible for providing technical support, troubleshooting, and problem-solving for advanced robotic solutions in spot & stretch products environments. This role involves installing, maintaining, optimizing, and repairing robotic systems on-site, ensuring seamless integration and delivering exceptional customer service. You will work closely with customers to optimize programs, provide training, and carry out emergency repairs and routine maintenance to ensure systems are functioning efficiently and meeting customer needs.

Main Responsibilities

  1. Installation and Integration: Install and integrate new robotic systems, ensuring seamless integration into customers' warehouse environments, including system configuration, setup, and calibration.
  2. Troubleshooting and Repairs: Troubleshoot and repair robotic systems on-site to minimize downtime and quickly recover operations.
  3. System Optimization and Maintenance: Optimize robotic systems and software for enhanced performance, conducting routine maintenance and servicing to identify issues before they impact system functionality.
  4. Customer Training and Support: Provide hands-on training to customers, ensuring they understand system operation and maintenance procedures, and offer ongoing support to resolve questions or issues post-installation.
  5. Warranty Management: Manage warranty-related issues, ensuring proper procedures are followed and customers are fully supported.
  6. Documentation and Reporting: Maintain accurate records of services provided, including troubleshooting, repairs, parts replaced, and training conducted, and submit service reports on time.
  7. Cross-Functional Collaboration: Collaborate with internal teams to relay customer feedback and assist in product improvements or troubleshooting escalations.
  8. Customer Relationship Building: Build and maintain positive relationships with customers, ensuring satisfaction and addressing concerns in a timely and professional manner.

Requirements

  • Bachelor's or Master's degree in any field.
  • Prior experience in field service engineering, robotics, or automated systems in a warehouse setting is highly preferred, with experience in troubleshooting, installations, and maintenance of robotic systems required.
  • Knowledge of robotic systems, automation, and software troubleshooting.
  • Ability to diagnose complex technical problems quickly and efficiently in a dynamic environment.
  • Excellent verbal and written communication skills to effectively explain technical concepts to customers with varying levels of expertise.
  • Strong customer service orientation with the ability to manage relationships and ensure customer satisfaction.
  • Willingness to travel frequently for site visits and work in various environments.

Work Environment

The ideal candidate will be deployed in industrial settings and suburban environments, requiring a driver's license.

What Working At Analog Offers

We offer an open, diverse, and inclusive environment that encourages personal growth and focuses on groundbreaking innovations. Our career development opportunities include structured training programs and innovative projects, as well as a competitive remuneration package with benefits such as healthcare, education support, leave benefits, and more.

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