Overview
We’re looking for a Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. As a team lead, this position will partner with the Technical support team to deliver exceptional support to customer through email and chat. This team member will be expected to lead by example, organise work, build reports, handle escalations, and help with ad hoc projects, and training.
Job Description
- Engage with customers over various communication channels to understand their technical needs, inquiries, and challenges.
- Provide clear, accurate, and timely technical assistance, product recommendations, and problem-solving guidance.
- Develop an in-depth understanding of our products - Seirios RNS (Robot Navigation System)and FMS (Fleet Management System), applications, and systems to effectively address customer inquiries and provide expert-level support.
- Stay updated on Mobile robotics industry trends, product advancements, and technical knowledge to offer cutting-edge solutions.
- Diagnose and troubleshoot technical issues, both remotely and on-site when necessary, collaborating with cross-functional teams to provide comprehensive solutions.
- Document and track customer interactions, technical solutions, and issue resolutions using appropriate tools and systems.
- Collaborate closely with sales, engineering, and product management teams to ensure seamless communication and effective problem resolution.
- Contribute technical insights to assist in product development, improvement, and enhancement strategies.
- Contribute to the creation and maintenance of technical resources, including FAQs, troubleshooting guides, and product documentation, to empower customers and colleagues.
- Identify opportunities to enhance technical support processes, streamline workflows, and optimize issue resolution timelines.
- Participate in continuous improvement initiatives to elevate the overall quality of technical support services.
- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions.
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Foster a collaborative learning environment that promotes skill development and knowledge sharing.
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be the point of contact when it comes to technical escalations.
Requirements
- Bachelor's degree in Software Engineering, Mechanical Engineering, or a related technical discipline.
- Minimum 5 years of experience in technical support or engineering roles, preferably in Mobile robotics, SLAM, and Navigation.
- Strong technical background and expertise in SLAM, computer vision, Lidar, IMU, sensor fusion, Motor Controllers or related technical domains.
- Excellent problem-solving and analytical skills.
- Effective communication skills in English, both written and verbal. Working knowledge of Mandarin is a plus, as we have Taiwanese and Chinese customers.
- Customer-focused mindset with a passion for delivering outstanding support.
- Familiarity with CRM systems, ticketing platforms, and Google Suite.
MAI is a start-up, with team members working in a fast, dynamic and open-communications mode. There will be times when the role will be required to complete tasks outside those mentioned above because this role will have the relevant skills and may have higher availability than other team members.
What's on Offer
Movel AI offers competitive compensation, performance-based incentives, benefits, opportunities for professional development through training and skill enhancement, a collaborative work environment, chances for career advancement, exposure to advanced technologies, a focus on work-life balance, recognition and rewards.
Job Type: Remote, frequent travelling around South East Asia is required.
Job Type: Full-time
Salary: Rp15,000,000 - Rp25,000,000 per month
Experience:
- Robotics/SLAM/ROS: 3 years (Required)
- Customer Support: 3 years (Required)
- Team Lead: 2 years (Required)
Language:
- English (Required)
- Mandarin (Preferred)
- Bahasa Indonesia (Preferred)
Application Deadline: 11/30/2023
Expected Start Date: 12/18/2023
