Customer Service Engineer

LIBIAO ROBOTICS; Johor Bahru; On-site; MYR 30,000 - 60,000; Full time

Job summary

An innovative firm in the logistics automation sector is seeking a Customer Service Engineer to provide exceptional technical support for automated warehouse systems. This role involves maintaining equipment, optimizing performance, and enhancing customer satisfaction through effective communication and training. You will collaborate with cross-functional teams to ensure seamless operations and contribute to the ongoing improvement of logistics processes. If you have a passion for technology and a commitment to excellence, this position offers a unique opportunity to make a significant impact in a rapidly evolving industry.

Benefits

Flexible Working Hours

Professional Development Opportunities

Health Insurance

Performance Bonuses

Qualifications

• 3+ years in after-sales technical support for automated systems.
• Proficient in reading mechanical/electrical diagrams and troubleshooting.

Responsibilities

• Provide technical support and maintenance for automated logistics equipment.
• Monitor equipment performance and propose optimization solutions.

Skills

Technical Support

Equipment Maintenance

Communication Skills

Data Analysis

Troubleshooting

Education

Diploma in Mechanical Engineering

Diploma in Electrical Automation

Diploma in Mechatronics

Tools

PLC

HMI

Multimeters

Job description

About Libiao Robotics

Libiao Robotics is the global pioneer of intelligent sorting robots in 2016, and the world's leading supplier of flexible intelligent sorting solutions, creating the world's first portable, modular and automated unit sorting system. original robot tote handling system,The company integrates logistics automation, research and development, production and sales of intelligent equipment.

Now, Libiao's intelligent sorting system has been widely applied across various industries and scenarios, including express delivery, supermarkets, retail, shoes & garments, medicine, catering, cold storage, book publications, manufacturing, etc. In addition, over 50,000 sorting robots are running in many countries and regions such as the US, Japan, South Korea, Australia and Europe.

About This Position

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. Key responsibilities include:

Key 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.

• Cross Department Collaboration

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:

• Education: Vocational school/technical school diploma or above in Mechanical Engineering, Electrical Automation, Mechatronics, or related fields.
• Experience: 3+ years in after-sales / customer services technical support or equipment maintenance for automated systems (logistics/industrial sectors), with familiarity in PLC, HMI, inverters and other key technologies.
• Experience with robotics, ASRS automated warehouses is preferred.
• Technical Skills: Proficient in reading mechanical/electrical diagrams and using tools like multimeters for troubleshooting. Familiarity with industrial networks (e.g., Profinet) and basic PLC (Siemens) debugging. Ability to analyze equipment performance (e.g., MTBF, MTTR) and propose optimization solutions. Knowledge of logistics software systems (e.g., WMS, WCS) is a plus.
• Communication: Excellent verbal and written communication skills in English and Manderin.
• Leadership: Proven ability to lead cross-functional teams and manage multiple projects simultaneously.

Corporate Culture:

• Vision:

Make the world more efficient

• Mission:

Focus on flexible automation of the entire logistics process

• Goal:
• Become leading company in logistics robot industry