Job Description

About the job

XSQUARE Technologies is looking for a proactive and customer-focused After Sales Engineer to join our growing team. In this role, you will be responsible for providing technical support, coordinating field service activities, and ensuring excellent after-sales service for our warehouse automation solutions.

You will work closely with customers, Field Engineers, Engineering, and Project teams to troubleshoot issues, coordinate maintenance activities, prepare quotations, and ensure customer satisfaction throughout the product lifecycle.

Key Responsibilities

• Serve as the primary technical point of contact for customers after project deployment.
• Respond to customer enquiries and provide timely technical support.
• Troubleshoot hardware and software issues remotely and onsite.
• Coordinate Field Engineers for onsite troubleshooting, preventive maintenance, and commissioning activities.
• Perform initial technical analysis and collect logs, photos, and other relevant information before escalating issues to the Engineering team.
• Manage and monitor customer support tickets to ensure timely closure.
• Prepare technical reports, incident reports, preventive maintenance reports, and meeting minutes.
• Prepare quotations for spare parts, repair works, preventive maintenance, and other after-sales services.
• Coordinate with Sales and Procurement on quotation pricing and material availability.
• Manage customer expectations and provide regular progress updates throughout the issue resolution process.
• Identify recurring issues and work with the Engineering team to improve product reliability and customer satisfaction.
• Support project handover activities and ensure all documentation is complete.

Requirements

• Diploma in any engineering discipline.
• Minimum 2 years of experience in technical support, after-sales service, field service, or automation-related industries.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer management skills.
• Able to work independently and manage multiple customer issues simultaneously.
• Willing to travel to customer sites when required.
• Proficient in spoken Chinese to liaise with Chinese speaking clients.

Preferred Qualifications

Experience or knowledge in the following areas will be an added advantage:

• AGV / AMR systems.
• Warehouse Automation.
• PLC fundamentals.
• Networking fundamentals.
• Windows operating systems and Windows Server.
• Linux / Ubuntu operating systems.
• Electrical and mechanical troubleshooting.

Knowledge of Ubuntu/Linux for log collection, software deployment, remote access (SSH), and basic system troubleshooting will be an added advantage.

What We Are Looking For

We are looking for someone who is:

• Customer-oriented with strong communication skills.
• Calm under pressure and able to manage customer expectations.
• Organized and capable of handling multiple projects simultaneously.
• A fast learner who is eager to expand their knowledge in warehouse automation.
• A team player who enjoys working across different departments to solve technical challenges.

Salary will be commensurate with your experience, skills, and educational qualifications.