Assume the role of Botsync's representative to our customers, providing exceptional technical support and engagement with our Fortune 500 customers around the world
Ensure our products reliability, uptime and utilization after on-site deployment
Troubleshoot and resolve a diverse range of technical issues, diagnosing errors/downtime swiftly and identifying specific root causes
Manage and resolve customer escalations promptly, ensuring professional communication and swift resolution to maintain a positive customer experience
Ensure clear, timely and effective communication across all customer channels
Proactively monitor customer sites through dashboards, identifying and addressing potential issues before customers report them
Offer clear and concise instructions to customers, empowering them to resolve issues independently when possible
Prepare user interfaces for our customers using Botsync's no-code SyncOS platform
Foster a strong and trusting long-term relationship with our customers, regularly optimizing their robot fleet to ensure our solution meets their evolving production needs
Document all customer interactions, ensuring comprehensive and accurate records, to be used for future automated troubleshooting
Collaborate with team members and escalate complex issues to senior engineers when necessary
Build tools to automate and improve customer success processes, such as live dashboards, automated responses, etc
Stay abreast of Botsync's latest software releases and robotics products to provide our customers with the best-in-class experience
Partner closely with the Product and Engineering teams to implement regular software updates and preventative maintenance at customer sites
Strengthen our products reliability and uptime by identifying gaps, weaknesses or bugs that surfaced after deployment at the customer site
Manage and mentor a team of junior support engineers
What we are looking for:
3-5 years of hands-on mechatronics and/or robotics engineering experience
Proven experience managing complex technical products with demonstrated ability to quickly learn and adapt to sophisticated solutions, particularly in the context of Botsync's AMR and automation systems
Basic knowledge of electronics & electrical systems, automation systems &equipment like PLCs, conveyors, cobots etc.
Familiarity with robotics or distributed systems concepts such as sensors, networking, real-time systems, and fault tolerance
Experience working with Linux build systems and environments
Excellent problem-solving and critical thinking skills
Exceptional communication and interpersonal skills
Ability to work both independently and collaboratively within a team
Strong time management skills to prioritize and handle multiple tasks effectively
Proven ability to troubleshoot and resolve technical issues efficiently
Prior experience working on mobile robot solutions and ROS is an added advantage
