Technical Support Engineer

Pudu Robotics; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

Pudu Robotics is seeking a capable trainer and field-support specialist to train agents on products, installation and implementation, and after-sales problem solving, while promoting effective robot usage.

You will maintain customer relationships, provide remote and on-site technical support, accompany sales personnel on visits, travel for installations, and develop technical documents such as configuration and troubleshooting guides to drive product improvements.

Qualifications

• Bachelor's degree in science and engineering preferred.
• Minimum 1 year of technical or after-sales team management experience in mechanical automation is preferred.
• Strong sense of responsibility, detail-oriented, execution-focused, and adaptable to frequent business trips or stationing.

Responsibilities

• Train agents on products, installation and implementation, and after-sales problem solving.
• Maintain customer relationships; provide remote and on-site technical support to ensure customer satisfaction.
• Accompany sales personnel to visit customers and travel for installation and training.
• Follow up product usage to improve customer experience.
• Provide technical support for new product promotions, including demonstrations and technical communication with customers.
• Output technical documents including configuration schemes, implementation schemes, and troubleshooting manuals.
• Monitor product quality and propose technical improvements.

Skills

Technical leadership

Education

Bachelor's degree in science and engineering

Job description

Responsibilities

1. Responsible for training of agents, including training on products, installation and implementation, after-sales problem solving, robot uses and other related functions.
2. Maintain customer relationships; provide technical support, including remote guidance, on-site solution of after-sales problems and needs, to ensure customer satisfaction.
3. Accompany with sales personnel to visit customers and provide on-site technical support; travel independently to conduct installation and implementation training for agents.
4. Continuously follow up the use of products to improve customers' product usage.
5. Provide technical support for the promotion of new products. For example, demonstrate new product functions, build demonstration platform, assist sales engineers to carry out technical communication with customers.
6. Responsible for the output of technical documents, including configuration scheme, implementation scheme, trouble‑shooting manual, etc.
7. Continuously follow up the quality performance of products and put forward suggestions for technical improvements.

Requirements

• Bachelor's degree in science and engineering preferred, English and Chinese can be used as working language.
• Minimum 1 year of technical or after-sales team management experience in Mechanical automation industry is preferred.
• Strong sense of responsibility, detail-oriented, strong execution ability, and adaptability to frequent business trips or stationing.