Technical Support Engineer

Business, Location:

Service Delivery, China

Role:

Technical Support Engineer

Reports to:

Technical Support Manager

Direct Reports:

None

Primary Purpose:

To remote support customers in time and support internal service business departments and on-site engineers on technical matters.

Key Responsibilities

• Technical support to resolve customers' issues remotely by phone, Wechat, Remote control software.
• Technical support on-site engineers for installation and service.
• Raise design, quality issues to local service leader of each BU and UK L2.
• Help service commercial team to identify technical matters.
• Follow up previous unresolved issues.
• Make technical problems record correctly & timely.
• Make suggestions to company to improve systems quality.

• Customer satisfaction
• Positively contributes to the team to support on-site engineers and internal CS Business department.
• Suggestions to UK for quality and design improvement.

Education / Qualifications:

• Formal Electronic or related qualification.
• Substantial relevant experience and training.
• Degree / HNC or equivalent in an appropriate Engineering discipline

• Uses interpersonal skills to communicate effectively in both one-to-one and group situations.
• Ability to fault find and implement corrective action
• Technical working experience in the same industry.

• Good PC skills.
• Knowledge of OI or similar products.
• Methodical, systematic and conscientious.
• Punctual and self-disciplined.
• Willingness to take on responsibility.
• Team Work: Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
• Quality: Takes responsibility for his/her own work, and seeks ways to continually improve the level of customer satisfaction, internally and externally.
• Team Player.
• Good manner with customers.