Aftersales Manager

LIBIAO ROBOTICS; New Jersey; On-site; USD 70,000 - 95,000; Full time

Job summary

Libiao Robotics is seeking a Customer Service Engineer for automated warehouse solutions. The role involves on-site support at customer facilities, troubleshooting mechanical, control, and software issues in ASRS, conveyors, and robotics to ensure continuous operation.

The ideal candidate will have 3+ years in after-sales or equipment maintenance for automated systems, with PLC/HMI experience and proficiency in English and Mandarin for customer communication.

Qualifications

• Education: Vocational/technical diploma or above in mechanical/electrical/mechatronics or related fields.
• 3+ years in after-sales/customer services technical support or equipment maintenance for automated systems (logistics/industrial).
• Experience with PLC, HMI, inverters; familiarity with robotics and ASRS preferred.
• Strong English and Mandarin communication skills.

Responsibilities

• Provide efficient technical support and customer service to ensure stable equipment operation.
• Respond to repair requests at the customer site and troubleshoot mechanical, control, or software failures.
• Monitor equipment performance and generate health reports with optimization proposals.
• Coordinate spare parts supply and guide customers in replacement and debugging.
• Deliver customer training and maintain strong long-term relationships.

Skills

PLC debugging

HMI

Industrial networks

MTBF/MTTR analysis

WMS/WCS knowledge

English/Mandarin bilingual

Education

Vocational/technical diploma in Mechanical/Electrical/Mechatronics

Tools

Siemens PLC

Profinet

Multimeter

Job description

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.

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.

• 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.
• 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.
• 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 Mandarin.
• Leadership: Proven ability to lead cross-functional teams and manage multiple projects simultaneously.