Media Production Robotics Field Engineer

Scope The Field Engineer provides technical assistance and hands-on support for customer service requests, including incidents, change requests, and product deployments. This role ensures timely issue resolution, customer satisfaction, and operational excellence through on-site interventions and remote support.
Job Description
Technical Support & Service Delivery Take ownership of customer service requests and ensure accurate categorization, investigation, and resolution. Provide technical support via phone, email, and on-site visits, including configuration and installation of products and systems. Participate in system upgrades, configuration changes, and preventive maintenance. Monitor and track service requests, ensuring clear and ongoing communication with clients. Escalate unresolved issues to higher support tiers when necessary.
Customer Engagement & Satisfaction Manage customer expectations throughout the support lifecycle. Deliver technical training and coaching to cu...