Position Overview
The Field Service Engineer ensures smooth day-to-day functioning of Robotics system in live customer operations. This role focuses on rectifying bot errors in the field, coordinating with remote team and customers, and ensuring accurate reporting of issues while maintaining operational continuity.
Responsibilities:
1. Field Error Rectification
- Respond to and rectify bot errors in real-time while the bot is running in the field.
- Monitor, document, and resolve operational issues detected in the field and GM Tower system in coordination with the remote team.
2*. Troubleshooting & Repair*
- Troubleshoot and rectify hardware errors on bots in the maintenance cage.
- Replace defective or worn-out parts in robots and ensure proper reassembly.
- Assist in root cause analysis and support escalation to maintenance manager when required.
3. Escalation & Coordination
- Escalate recurring or unresolved issues to the Maintenance team.
- Move bots requiring hardware repair to the maintenance cage and update the database.
- Raise JIRA/ServiceDesk tickets as and when required and track them down to closure.
4. Customer & System Support
- Act as the first point of contact for operational troubleshooting.
- Support continuous improvement initiatives by providing field feedback to Maintenance and remote hardware support team.
Skills & Qualifications:
- Diploma / Certification in Mechanical, Electrical, or Industrial Engineering (or equivalent technical field)
- Experience in field support, operations, or automation/robotics preferred.
- Strong problem-solving and quick decision-making skills in live operations.
- Familiarity with warehouse automation systems and barcode management is a plus.
- Basic IT/system knowledge for database updates.
- Excellent communication and customer-handling skills.
- Ability to work in rotating shifts, including weekends and nights.
- Good attitude & willingness to learn and grow.
Work Location: In person