As a core member of AGIBOT's technical service and delivery function in Australia, the successful candidate will be primarily responsible for post-sales technical support, customer operations management, and long-term service relationship management for our robotics products. The role is heavily focused on building and optimising the after-sales service system - through excellent technical support, structured customer engagement, and a robust knowledge management framework - to ensure customers realise the full value of our products and to establish durable, long-term partnerships. The candidate will also contribute to a smaller share of pre-sales technical requirements assessment and initial deployment planning.

We are looking for someone with deep technical understanding of robotics, a strong customer service mindset, substantial technical support experience, and an international service perspective - someone who drives sustained improvement in customer satisfaction through professional capability.

KEY RESPONSIBILITIES

- 1. Customer Technical Support & Problem Resolution Provide comprehensive, responsive technical support to Australian customers. This includes rapid diagnosis, analysis, and resolution of technical issues encountered in product use, and establishing a well-defined technical support response mechanism to ensure critical issues are resolved within agreed timeframes. Communicate with customers via phone, email, and remote assistance; clearly explain root causes and provide accessible, practical solutions. Build and continuously improve customer technical records and a troubleshooting knowledge base - documenting each customer's system configuration, common issues, and resolutions - to improve the efficiency and consistency of the wider support team.
- 2. Customer Training & Capability Building Take ownership of customer technical training, delivering structured programs that enable customer teams to operate, maintain, and troubleshoot our products. This includes onboarding training for current users, in-depth system administration and configuration training for customer administrators, and troubleshooting and maintenance guidance for customer technical staff. Design tailored training plans according to each customer's technical maturity and needs, delivered through in-person sessions, online courses, and written documentation. By strengthening customers' self-service capability, you will reduce inbound support demand while improving customer satisfaction with the product.
- 3. Scheduled Customer Maintenance & Relationship Management Establish a regular customer maintenance cadence - periodic check-ins, system health checks, and performance optimisation recommendations - to proactively deliver value. Maintain ongoing technical dialogue with customers to understand how the product is performing in their operating environment, the results being achieved, and any issues arising, and provide targeted optimisation recommendations accordingly. This proactive, long-term service relationship helps customers maximise return on their investment while building deep trust and long-term customer value for the company.
- 4. Technical Documentation & Knowledge Management Own the creation and maintenance of the Australian technical knowledge base and best-practice library. This includes producing detailed product operating manuals,



troubleshooting guides, and system maintenance handbooks, and updating them continuously based on real customer feedback. Establish a clear knowledge taxonomy so that both customers and internal teams can quickly locate the technical information they need. Also contribute to collecting and consolidating product improvement suggestions, feeding real customer requirements and issues back to the R&D; team to provide market-led direction for ongoing product development.
- 5. System Operations & Performance Management Conduct regular health checks and performance assessments of customer systems to identify potential issues and optimisation opportunities. This includes monitoring system operating status, analysing performance metrics, identifying bottlenecks, and proposing improvements. Establish standard processes and specifications for system operations to ensure customer systems run stably and efficiently. When faults or performance issues arise, respond rapidly, conduct in-depth diagnosis, and deliver effective solutions.
- 6. Customer Satisfaction Management & Improvement Establish a customer satisfaction assessment mechanism and regularly collect feedback on technical support services. Through satisfaction surveys and customer interviews, understand how customers rate the service, identify shortcomings, and develop improvement plans. Analyse feedback data to identify recurring issues and improvement opportunities, and drive continuous improvement in service quality.
- 1. Technical Requirements Assessment & Solution Design Participate in technical requirements assessment during the sales cycle. Working alongside the sales team, engage prospective customers in detailed technical discussions to understand their business requirements, technical environment, and systems integration needs. Based on these requirements, contribute to preliminary technical solutions, including system architecture recommendations, integration approaches, and implementation timelines. This work helps the sales team better understand customer technical requirements and lays the foundation for subsequent project delivery.
- 2. Initial Deployment Planning & Coordination After contract signature and before formal project kick-off, participate in initial deployment planning. This includes developing detailed deployment plans, coordinating internal resources and external partners, identifying potential technical risks, and defining mitigation measures. Maintain close communication with the customer to ensure alignment on the deployment plan and full readiness for on-site deployment.
- 3. On-Site Deployment & System Acceptance Participate in the installation, commissioning, integration, and testing of robotics products at customer sites. Guide on-site technical teams through system installation and configuration, conduct performance acceptance testing, and ensure the product meets the technical and performance specifications set out in the contract. On completion,



run system acceptance with the customer to confirm satisfaction with functionality and performance and complete formal project handover.
- 4. Partner Coordination During deployment, coordinate and communicate effectively with local Australian integrators, hardware suppliers, and other partners to ensure each party delivers on time and to standard. Establish clear communication mechanisms and division of responsibilities, resolve issues as they arise, and keep the project moving forward.

REQUIREMENTS

Education

Bachelor's degree or above, majoring in mechanical engineering, electrical engineering, automation, computer science, or a related engineering discipline. Candidates with a robotics or industrial automation background will be given preference.

Experience

1-3 years' experience in technical support, customer service, or technical operations, including at least 1 year focused on robotics, industrial automation, or intelligent equipment support. Experience supporting and maintaining a large customer base is valued, as is familiarity with robotics product system architecture, operations management, and troubleshooting processes. Candidates with international - particularly Australian market - technical service experience will be given preference.

Core Competencies

Customer service mindset: customer-satisfaction-led, with strong service orientation and accountability, and the ability to remain patient and professional under pressure. Problem solving: deep understanding of robotics product technical principles, able to rapidly diagnose and resolve a range of software and hardware issues, with the ability to independently analyse and solve complex problems. Communication: excellent communication skills, able to convey complex technical concepts clearly to customers of varying technical backgrounds and accurately understand customer requirements. Knowledge management & documentation: skilled at organising, synthesising, and sharing knowledge; able to produce clear, accessible technical documentation and training materials. Learning agility: willingness and ability to rapidly adapt to new products, new technologies, and new market requirements.

Technical Skills

Familiar with hardware integration and software configuration of mainstream robotics systems. Understanding of technical requirements across key application domains including industrial automation, logistics, and manufacturing. Proficient with common support and ticketing tools, with basic data analysis capability to evaluate service quality and customer satisfaction through data.

Languages

English: professional working proficiency is mandatory - able to conduct technical discussions, produce documentation, and engage customers fluently. Chinese: able to communicate effectively with the China headquarters team.

WORKING DETAILS

Location

Australia (specific city to be agreed based on business footprint and the candidate's circumstances).

Travel

Based on customer maintenance and deployment requirements, approximately 1-2 weeks of travel per month is expected, attending customer sites for technical support, system maintenance, and scheduled inspections. Periodic travel to the China headquarters for technical exchange, training, and knowledge updates may also be required.

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📌 Technical Support Engineer (Melbourne)
🏢 AGIBOT ANZ
📍 Melbourne