Client Service Engineer

Client Description They are re-imagining the warehousing & supply-chain industry. They design, develop and deploy advanced robotics systems at warehouses, distribution centers and fulfillment centers. Their expertise in robotics, hardware and software engineering help companies solve operational inefficiencies in their warehouses. With in-house Mechanical, Electrical, Embedded, UI/UX, Software Development and Quality Assurance teams, The client ensures unquestioned quality of all their products. Founded in 2011, The client has grown rapidly from a two-man team, and today has over 500+ employees. Their robots are increasing efficiency and accuracy, optimizing supply-chains and bringing scalability to over 50 locations across multiple countries in the world. The client is a truly global company with its headquarters in Singapore and offices in India, Hong Kong and Japan and now expanding in USA, providing 24x7 customer support globally. Over 35% of Their employees work in the state-of-the-art Research and Development centre in Gurgaon, India. Their key clients include major e-commerce players such as Flipkart, PepperFry, Jabong and Sodimac, FMCG giant Hindustan Unilever, and logistics companies such as Kerry Logistics, Aramex, DTDC, Delhivery, Gojavas and Ninjavan. What it is like to work with us? We are helping companies make their warehouses better. Our products increase and maximize their supply chain potential by not only increasing their overall throughput but by also introducing advanced technology and innovation into their warehouses. We are a team of technical minds, engineering experts, innovators and tinkerers, bringing unparalleled automation to the world's warehouses. People here come from different countries, cultures and diverse backgrounds with broad set of skills to take some of the toughest challenges head on. They work with innovation at its bleeding edge and are passionate about building long-term technologies designed to pioneer the field for the coming decades. Advanced intelligence, state-of-the-art engineering and unparalleled technology are at the core of our specialized products. Job Description o Responsible for efficiently handling and resolving technical issues which have been passed on by L0 support team o Ensure timely and effective action as per decided work flow basis priority and severity for each ticket o Ensure maximum issues are resolved without L3/R&D involvement o Ensure adherence to committed SLAs for each reported issue. o Follow ticketing SOPs and ensure tickets are being generated for R&D with all relevant technical details o captured for every issue o Follow internal escalation matrix basis severity and resolution time o Ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured shared with Client Service team o Support Client Service Manager (CSM) in developing eminently capable and technically competent team of service engineers and technicians o Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation o Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken o Willingness to travel and working on extended hours on need basis Requirements o Graduate in Electronics / Computed Science / Mechanical / Mechatronics with 2-3 years experience o Strong HW troubleshooting skills with relevant experience. o Basic working understanding of Linux o Exposure into Scripting (Python / Shell) will be an advantage.