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. 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% 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