Customer Service Technician

Customer Service Technician

Customer Service Department
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.

Key Responsibilities

Customer Service & Technical Support

• 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.

Preventive & Corrective Maintenance

• 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.

Troubleshooting & Repair

• 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 escalate them for further investigation.

Customer Relationship & Communication

• 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 escalate unresolved matters appropriately.
• Represent DF Automation professionally at customer sites.

Service Documentation

• 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.

Quality & Safety

• 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.

Continuous Improvement

• 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.

Education

• Diploma or Advanced Diploma in:

  • Electrical Engineering
  • Electronic Engineering
  • Mechatronics Engineering
  • Mechanical Engineering
  • Automation Engineering
  • Robotics
  • or a related technical discipline.

Experience

• 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.

Skills & Competencies

• 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.