Project Manager

Job Responsibilities:

1. Provide technical support to overseas clients, addressing issues encountered during equipment deployment, operation, and maintenance.

2. Liaise with overseas distributors, service providers, and key accounts to offer remote technical support, including on-site support when necessary.

3. Track equipment malfunctions reported by clients; collect serial numbers (SN), logs, video footage, and on-site information to perform preliminary assessments and identify the root cause.

4. Coordinate with internal teams—including R&D, hardware, software, algorithms, production, and quality assurance—to ensure client issues are effectively resolved and brought to a complete closure.

5. Manage the creation, categorization, follow-up, and review of after-sales service tickets, ensuring every issue is fully documented with a designated owner and a clear solution.

6. Develop technical documentation, such as troubleshooting guides, repair manuals, FAQs, and training materials.

7. Conduct product training for overseas clients and distributors, covering equipment operation, routine maintenance, common troubleshooting, and spare parts replacement.

8. Periodically compile and analyze overseas after-sales issues to identify frequent malfunctions or product quality concerns, providing feedback to drive product improvements.

9. Assist in managing overseas spare parts requirements, including verifying parts, defining repair strategies, and optimizing after-sales processes.

Job Requirements

1. Bachelor's degree or higher in a relevant field, such as Mechanical Engineering, Electronics, Electrical Engineering, Automation, Robotics, or Mechatronics.

2. 1–3 years (or more) of experience in technical support, after-sales service, Field Application Engineering (FAE), equipment maintenance, or robotics-related roles.

3. Strong analytical and problem-solving skills, with the ability to diagnose faults based on client descriptions, logs, images, or video footage.

4. Proficiency in fundamental electrical systems, motors, sensors, control systems, and mechanical structures; experience with robotics or automated equipment is highly preferred.

5. Fluent in English as a working language, with the ability to handle professional correspondence, draft technical documentation, conduct online meetings, and communicate effectively with clients.

6. Excellent communication and coordination skills, with the ability to bridge gaps between clients, distributors, and internal R&D teams to drive the resolution of issues. 7. Willing to travel overseas periodically and communicate across different time zones.

8. Detail-oriented, diligent, and responsible; capable of following issues through to final resolution (closing the loop).

Preferred Qualifications:

1. Experience in the industry of cleaning robots, commercial service robots, AGVs/AMRs, or automated equipment.

2. Experience in overseas customer support, distributor training, or the establishment of after-sales service systems.

3. Familiarity with electrical troubleshooting tools, such as multimeters, oscilloscopes, CAN bus tools, and serial port log analysis.

4. Proficiency in technical writing, with the ability to independently create English-language training materials, maintenance manuals, or standard operating procedures (SOPs) for troubleshooting.

5. Proficiency in additional languages—such as Spanish, Japanese, Korean, or German—is a plus.

Job Highlights:

1. Engage in frontline customer support in overseas markets, gaining direct exposure to real-world application scenarios.

2. Participate deeply in tracking and resolving issues with robotic products, as well as driving product improvements.

3. Opportunity to help build overseas after-sales technical support systems, including workflows for ticket management, customer training, knowledge base development, and spare parts management.

4. The role spans multiple technical domains—including hardware, software, algorithms, mechanical structures, and electrical control—offering broad career development and growth opportunities.