Field Support Engineer

About Company:

We are representing a pioneering technology company at the forefront of logistics automation. They are a leader in developing high-speed, three-dimensional, and intelligent storage and retrieval systems. Their cutting-edge robotic solutions are revolutionizing warehouse operations for clients worldwide, creating a dynamic and challenging technical environment for their engineers.

About the Role:

As the Field Operations & Support Engineer, you will be the "boots on the ground" for our North American expansion. You will be responsible for the end-to-end technical success of our warehouse automation projects, bridging the gap between our clients and our R&D headquarters in China.

Job Highlights

1. Join a fast-growing global intelligent warehousing enterprise, participating in the expansion of company’s U.S. market and enjoying broad career development space.
2. Work closely with domestic R&D and project teams, gaining in-depth insights into cutting-edge warehousing automation technology and solutions.
3. Competitive salary and welfare package, including health insurance, paid leave, and professional skill training.

Key Responsibilities:

1. On-site Equipment Installation & Commissioning：Help on-site installation, debugging, and acceptance of intelligent warehousing equipment (robots and supporting systems) for U.S. clients. Ensure equipment operates stably and meets technical standards and customer requirements, providing on-site operation guidance to client teams as needed.
2. On-site Issue Management & Documentation：Proactively collect, record, and troubleshoot on-site equipment problems in a timely manner. Compile detailed technical documents (including problem descriptions, handling processes, and solutions), and complete accurate Chinese-English translation of documents to ensure information is traceable and shareable.
3. Customer Requirement Collection：Engage with the client’s team on-site to gather, sort out, and record their business needs, pain points, and improvement suggestions related to company equipment and solutions. Conduct preliminary demand analysis to lay a foundation for follow-up solution optimization.
4. Cross-team Communication with China：Establish efficient information interaction channels with company’s domestic teams (R&D, production, logistics, sales). Timely synchronize logistics information (equipment delivery, customs clearance status), product problems (on-site faults, technical defects), and imported customer needs (from clients and other stakeholders) to ensure seamless collaboration and problem resolution.
5. Customer Relationship Maintenance：Maintain close on-site communication with clients, promptly respond to their technical and operational inquiries, and coordinate internal resources to address customer concerns. Enhance customer satisfaction and loyalty to company brand through professional service.

Requirements:

1. Bachelor’s degree or above in Mechanical Engineering, Electrical Engineering, Automation, or related fields.- Familiar with intelligent warehousing equipment, automation systems, or related technical fields is preferred, with a basic understanding of robot operation and maintenance.
2. 2-3 years of relevant work experience in on-site technical support, equipment commissioning, or project coordination, preferably in the warehousing automation, logistics technology, or robotics industry.- Proven experience in on-site problem troubleshooting, documentation compilation, and cross-team communication is essential.
3. Technical Skills：Ability to independently complete on-site equipment installation and debugging; basic understanding of mechanical and electrical principles, with strong problem-solving skills for on-site faults.
4. Language Proficiency：Fluent in both English and Chinese (spoken and written). Ability to accurately translate technical documents and communicate effectively with Chinese domestic teams and English-speaking clients.
5. Communication & Coordination：Excellent cross-cultural communication and coordination skills, able to efficiently link on-site clients and domestic teams, ensuring smooth information transmission and task promotion.
6. Documentation & Detail Orientation：Strong ability to compile technical documents, with rigorous work attitude and attention to details, ensuring accurate recording and sorting of problems and requirements.
7. Mobility & Adaptability：Willing to travel to client sites across the U.S. (as needed), able to adapt to on-site work environments and flexible work arrangements.

Other:

1. Familiar with project management tools (e.g., Jira, Trello, DevOps, Feishu Project) or technical documentation software is a plus.
2. PMP certification is preferred but not mandatory.
3. Understanding of warehousing robots and BOM/SOP management processes is highly preferred.