Service Engineer
Key Skills
Job Description
Brief Overview
Hai Robotics is at the forefront of warehouse automation, driving operational efficiency and scalability with our unique Autonomous Case-handling Mobile Robot (ACR) system. As our Service Engineer, you will act as the bridge between HAI and our strategic customers, driving customer success, satisfaction, and long-term trust in HAI’s solutions.Key Responsibilities
- Execute field service activities — perform on-site after-sales service tasks assigned by the Service Manager, including troubleshooting, corrective maintenance, preventive maintenance, inspections, and system optimization activities
- Support customer operations — serve as the primary on-site technical contact during service visits, ensuring customer issues are addressed professionally and service commitments are fulfilled
- Troubleshoot and resolve technical issues — diagnose equipment, software, and system-related problems both remotely and on-site, following established escalation procedures when necessary
- Maintain system performance and uptime — respond promptly to service requests, minimize equipment downtime, and support stable customer operations
- Deliver service reports and documentation — accurately document service activities, technical findings, maintenance records, and recommendations after each intervention
- Collaborate with internal teams — work closely with technical support, engineering, project delivery, and spare parts teams to ensure efficient issue resolution
- Identify potential service opportunities — observe customer operations during site visits and communicate relevant service improvement, upgrade, or expansion opportunities to the sales and service management teams
- Travel extensively across EMEA — support customer sites throughout the region with individual trips ranging from several days to multiple weeks; overall travel requirement exceeds 60%
Who are we looking for?
Education
- Bachelor's degree or above in Mechanical Engineering, Mechatronics, Electrical Engineering, Automation, Robotics, Computer Science, Software Engineering, Information Systems, or other related engineering disciplines
Experience & Skills
- Strong hands-on technical capability with electromechanical systems, industrial automation equipment, and software-based control systems
- Proven troubleshooting and root-cause analysis skills with the ability to resolve technical issues independently in customer environments
- Customer-oriented mindset with strong communication and interpersonal skills
- Ability to work independently in dynamic field environments while maintaining high service quality standards
- Willingness and ability to travel extensively throughout EMEA (>60%)
- Fluent in both Chinese and English, spoken and written
Preferred Qualifications
- Experience in field service, maintenance engineering, technical support, or after-sales service, preferably within robotics, automation, logistics, warehousing, or industrial equipment industries
- Familiarity with PLCs, industrial networks, databases, software deployment, or warehouse management/control systems (WMS/WCS)
- Knowledge of preventive maintenance methodologies and field service best practices
Hai-lights
• A chance to work with an industry-leading technology that is transforming warehouse automation,
• Professional growth and development opportunities.
• Attractive quarterly bonus.
• 24 days of holiday entitlement.
• €0.25 per km commuting allowance.
• Work laptop and phone.
About us
By combining robotics, software, and intelligent system design, Hai Robotics enables organizations to create more agile and resilient operations without the complexity traditionally associated with warehouse automation.
Today, the company supports customers across more than 40 countries in industries including retail, e-commerce, healthcare, manufacturing, 3PL, and apparel.With a global network of offices and partners, Hai Robotics works side-by-side with customers to solve operational challenges and build systems designed for long-term performance.
Core Responsibilities
Execute on-site field service activities including troubleshooting, corrective maintenance, and system optimization for ACR systems. Act as the primary technical contact for customers to ensure system uptime and deliver detailed service documentation.
Requirements
Requires a Bachelor's degree in an engineering discipline and fluency in both English and Chinese. Candidates must have strong hands-on technical skills in automation and a willingness to travel over 60% of the time across EMEA.
Benefits
- Quarterly Bonus
- 24 Days Of Holiday Entitlement
- Commuting Allowance
- Work Laptop
- Work Phone
About Hai Robotics Europe
Industry: Automation Machinery Manufacturing
Company size: 1,001-5,000 employees
Established in 2016, Hai Robotics has become a leader in innovating effective solutions with significant efficiency gains for automated warehouse operations and order-fulfilment through their HaiPick Systems. After pioneering the advent of Automated Case-handling Mobile Robot (ACR) that opened possibilities for warehouse automation, Hai Robotics developed a modular approach to Automated Storage and Retrieval Systems (ASRS) - the family of HaiPick Systems. Through a catalogue of advanced robotic equipment, software packages, and structures, with the inclusion of almost any industry standard racking and storage materials, Hai Robotics provides facilities tailored solutions for maximum results without the complexity and cost of a fully customized solution.