Customer Service Technician
DF Automation & Robotics
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Job summary
DF Automation & Robotics is seeking a Customer Service Technician to provide on-site and remote technical support for AMR systems, perform preventive and corrective maintenance, and diagnose complex issues at customer sites in Malaysia. You will collaborate with engineering teams to resolve problems and ensure service quality.
The role requires 1–3 years in technical service or fresh graduates with strong technical aptitude, willingness to travel, and a commitment to safety and documentation.
Qualifications
- Diploma or Advanced Diploma in Electrical/Electronic/Mechatronics/Mechanical/Automation/Robotics or related discipline.
- 1–3 years in technical service or field service is preferred; fresh graduates with aptitude may be considered.
- Experience reading electrical schematics, diagrams, and equipment manuals is advantageous.
Responsibilities
- Provide on-site and remote technical support for DF Automation AMRs and related equipment.
- Perform preventive and corrective maintenance and repairs, including component replacement.
- Diagnose electrical, mechanical, and software-related issues and escalate when needed.
- Communicate clearly with customers about issues, actions taken, and timelines.
- Maintain service records, reports, and checklists after each visit.
- Ensure safety and quality standards on customer sites.
Skills
Education
Job description
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Reporting to: Customer Success Manager
The Customer Service Technician is responsible for providing technical support, maintenance, troubleshooting, and repair services for DF Automation's Autonomous Mobile Robot (AMR) systems and related equipment at customer sites.
This role ensures that customer equipment remains operational and reliable by responding to service requests, conducting preventive and corrective maintenance, diagnosing technical issues, and carrying out necessary repairs or component replacements. The Customer Service Technician works closely with Customer Service Engineers, Field Application Engineers, Project Engineers, and Product Engineering teams to resolve technical issues and deliver a high standard of customer service.
Respond to customer service requests and technical issues in a timely and professional manner.
Provide on-site technical support for AMRs and related equipment.
Diagnose and resolve electrical, mechanical, hardware, and equipment-related issues.
Provide customers with clear explanations of identified issues and recommended corrective actions.
Support remote troubleshooting where required.
Escalate complex software, navigation, networking, or application-related issues to the appropriate engineering team.
Perform scheduled preventive maintenance according to established service plans.
Conduct inspections and functional checks to identify potential equipment issues.
Carry out corrective maintenance and repair activities to restore equipment to proper operating condition.
Replace defective components such as motors, batteries, controllers, LiDARs, safety scanners, sensors, and communication devices.
Verify equipment functionality following repair or maintenance activities.
Maintain proper records of maintenance activities and component replacements.
Troubleshoot equipment faults systematically using approved diagnostic procedures.
Use technical manuals, diagnostic tools, schematics, and service documentation to identify root causes.
Perform electrical, mechanical, and hardware testing as required.
Document fault symptoms, findings, root causes, and corrective actions accurately.
Identify recurring technical issues and elevate them for further investigation.
Maintain professional and positive relationships with customers during service activities.
Communicate service status, technical findings, and expected completion timelines to customers.
Provide basic operational and maintenance guidance to customer operators and maintenance personnel.
Handle customer concerns professionally and elevate unresolved matters appropriately.
Represent DF Automation professionally at customer sites.
Prepare accurate service reports after each service visit.
Record equipment faults, troubleshooting performed, parts replaced, and corrective actions taken.
Maintain accurate maintenance and service history for customer equipment.
Update service checklists and relevant technical records.
Ensure service documentation is completed promptly and accurately.
Follow company safety procedures and customer site safety requirements.
Ensure all repair and maintenance work complies with company technical and quality standards.
Conduct work in a safe, systematic, and professional manner.
Maintain proper housekeeping at customer sites.
Take proper care of company tools, equipment, spare parts, and service vehicles.
Identify recurring equipment and service issues and provide feedback to the relevant engineering teams.
Recommend improvements to maintenance procedures, troubleshooting methods, and service practices.
Participate in technical training and product knowledge development.
Keep up to date with new products, system configurations, and service procedures.
Diploma or Advanced Diploma in:
Electrical Engineering
Electronic Engineering
Mechatronics Engineering
Mechanical Engineering
Automation Engineering
Robotics
or a related technical discipline.
1-3 years of experience in technical service, customer service, field service, maintenance, automation, robotics, industrial equipment, or manufacturing.
Experience troubleshooting electrical, mechanical, or automated equipment is an advantage.
Experience working at customer sites or in a service-oriented technical role is an advantage.
Fresh graduates with strong technical aptitude and a willingness to learn may also be considered.
Strong troubleshooting and problem-solving skills.
Basic knowledge of electrical, mechanical, and automation systems.
Able to read and interpret electrical schematics, technical drawings, and equipment manuals.
Good communication and customer service skills.
Able to work independently and respond effectively to service requests.
Willingness to travel to customer sites as required.
Able to work under pressure and manage multiple service requests.
Good documentation and reporting skills.
Safety-conscious and responsible when working with industrial equipment.
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