GeekPlus

Solutions Engineer

• Conduct in-depth consultations with clients to understand their specific warehousing requirements, challenges, and objectives.
• Serve as a subject matter expert on Geek+ AMR products and solutions. Utilize your expertise to design, customize, and propose automation solutions that align with client needs, budget constraints, and industry best practices.
• Prepare and deliver compelling presentations to clients, explaining the proposed solutions, benefits, ROI, and project timelines.
• Align robot-driven solution design with general contractors and/or subcontractors in a project whose design interacts with robotic solutions and may impact overall warehouse/manufacturing logistics operations.
• Create detailed technical documentation and reports, including solution architecture, diagrams, and system specifications.
• Provide automation roadmap to customers based on business growth and transformation plan.
• Stay updated on emerging warehousing automation trends, technologies, and best practices to provide innovative solutions to clients.

Solution Engineer

Systems Engineer

• Assist with the design and configuration of the software required to manage the robot fleet and fulfillment solutions.
• Implement system solution for clients on Linux server and manage database with SQL commands.
• Conduct API testing and functional testing sessions with clients to integrate GeekPlus system with Client’s system.
• Drive and participate in various testing iterations: System Integration Testing (SIT) and User Acceptance Testing (UAT) during the implementation to take over the knowledge from the implementation team.
• Provide remote/onsite hyper-care support after implementation, such as hardware, software and network troubleshooting and system firmware upgrade.
• Develop and provide training and SOPs for system operation, fault recovery, and exception handling.
• Respond to customer inquiries and assist in troubleshooting and resolving challenges.
• Keep track of users' system issues until they are resolved by adhering to the agreed timelines and SLAs.
• Interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
• Ability to facilitate and drive cross-department collaboration and communication, including correspondence with overseas resources as needed.
• Close the system implementation upon the closing check list

System Engineer, Chinese Bilingual

Security Engineer

• Lead cybersecurity compliance assessments for major clients
• Support sales teams in preparing technical solutions and security requirement analysis for clients
• Deliver network solution requirements and analysis for client projects
• Plan and execute server infrastructure upgrades and OS migrations
• Manage and coordinate database upgrades and compatibility testing
• Conduct multi-site system compatibility assessments and technical migration planning
• Maintain and manage cybersecurity documentation and records
• Perform security vulnerability scans and risk assessments; follow up on remediation and patching
• Manage and optimize system performance and network infrastructure operations
• Coordinate with IT infrastructure team and third-party partners to ensure security measures are implemented

Network and Security Specialist, Chinese Bilingual

Field Engineer

• Respond to customer inquiries via phone, email, or chat.
• Provide prompt and accurate information regarding services, product functionality, new requests and troubleshooting.
• Serve as the first tier of response to customer escalations (S1 S2) and complaints.
• Drive continuous improvement in the service level provided to customers.
• Support customers on various project requests, such as spare part demands.
• Offer prompt services to customers and manage business processes accordingly.
• Provide customers a smooth communication channel, ensure projects and customers’ requirements are met, and deliver service products that create value for customers and Geekplus.
• Monitor and drive project issue closure, lead regular reviews with customers.
• Escalate complex problems to the relevant technical teams while maintaining communication with the customer.
• Efficiently manage and document service tickets. Track the status of open tickets and follow up with customers and internal teams as necessary.
• Collect customer feedback and report on common issues or potential improvements.
• Monitor Project Service Coverage % (Out of Service %) through regular catchup meetings, post-mortem reviews, and lessons learned sessions.
• Help draft RCA and CR documents by gathering information from the technical support team, IT operations, and system engineering team. Track deliverables to ensure timely completion and resolution of issues.
• Work closely with sales, technical support, and operations teams to provide cohesive customer support.
• Own the profit and loss of accounts/projects/customers/programs, managing income and cost to drive departmental revenue and profit.
• Promote service sales, including but not limited to: service parts, annual service products, system change requests, system improvements, and on-demand services.

Solution Engineer

System Engineer, Chinese Bilingual

Network and Security Specialist, Chinese Bilingual

Account Service Engineer, CN Bilingual