Job Overview
As a Technical Support Engineer, your primary responsibility is to ensure our customers receive prompt and effective technical assistance for both existing products and those in development and testing. You will interact directly with customers and participate in technical discussions of projects via phone, email, or in person. Utilizing in-depth knowledge of the company's products to provide accurate and effective support. Additionally, you will stay updated with product changes, market demands, and trends, and provide timely and accurate feedback to the internal product development and technical teams.
KEY RESPONSIBILITIES :
Serve as the primary technical contact for customers regarding existing products and potential new developments. Identify customer requests and translate them to internal teams.
Engage in technical-related communications with key customers. Visit customers with the sales team for product demonstrations and updated presentations. Collaborate closely with internal development teams and customer teams on POC (Proof of Concept), validation trials, and qualification of new products.
Oversee product installation, testing, commissioning, and training. Liaise with customers to ensure smooth UAT (User Acceptance Test).
Stay informed about new market trends and technologies. Conduct comparative studies and monitor competitors' products. Communicate findings to the product development team and support gap analysis and identification of development needs. Conduct application-wise development in China including nation-wide new product testing to facilitate right product launch and local fitness.
Gather customer feedback and insights to improve products or services. Advocate for customer needs and contribute to continuous improvement efforts.
Collaborate with other technical support team members, as well as cross-functional teams such as sales, product management, and engineering, to ensure seamless customer support.
Be part of new product development teams in India and Singapore. Serve as a focal point for projects and inquiries in the China region, potentially managing some projects directly based on their type and resource requirements.
Source new materials, potential vendors, and machine makers from the local market.
Identify and develop product testing capabilities. Liaise with local laboratory/test facilities on protocols, regulatory, and special requirements.
Coordinate with product development teams on sample submissions. Follow up on product testing at external or customer sites, coordinate validation tests, and generate reports.
Early involvement with customers in system design and provide technical feedback based on Marmon Water residential filtration technologies and capabilities.
REQUIREMENTS :
Excellent technical abilities combined with strong interpersonal skills. Must be resourceful and a team player.
Experience in a manufacturing environment, with familiarity in water filtration and treatment materials, manufacturing processes, equipment, and technologies.
Good understanding and experience in product testing and validation, as well as regulatory requirements for the drinking water industry.
Able to manage work remotely, self-motivated, willing to travel on short notice, and Location prefer to be in South China (Guangzhou/Shenzhen city) or Shanghai.
Strong problem-solving and analytical skills, excellent communication and technical reporting skills; experience in an MNC is a plus.
Able to manage multiple activities at once.
Bachelor’s degree in science & engineering, with 3-5 years of experience in a technical support role within the water industry, application development, or technical sales function.
Good communication skills in English, both written and spoken, and familiarity with MS Office tools.
Travel frequency: 20~35% (higher in the beginning to get familiar with the role, later will be roughly 25% )