OBJECTIVE:
61 Provide technical Support for customers & channel partners (1st & 2nd line support)
61 Develop rapport and customer relationships to facilitate communication with cross-functional internal team
61 Contributor for internal cross-functional team (Sales, Marketing, Product Management, Operations & Engineering)
61 Identify service needs for the Chinese market, find service partners, and manage them
SPECIFIC ACCOUNTABILITIES:
1. Technical Support for customers & agents (1st & 2nd line support)
61 Serve as level 1 help desk point of contact for their clients, ensuring quality troubleshooting services are delivered to clients in a timely manner both remotely and onsite
61 Conduct installation and calibration of automatic dispensers
61 Configure dispensing software to meet customer needs
61 Setup, install and configure IOT-based solutions for customers and channel partners
61 Utilizes knowledge of both hardware and software to provide solutions for clients
61 Plan, Organise, and conduct technical training for customers and partners
61 Analise field/client feedback related to product quality and communicate to relevant internal teams
61 Ensure the quality-related issues are resolved in a timely and effective manner and apply/provide solutions
61 Communicates quality-related matters to the relevant parties, both internal and external
61 Provide spare parts technical support
61 Able to travel throughout China region regularly to achieve the above
2. Develop rapport and customer relationships to facilitate communication with cross-functional internal team
61 Function as the critical customer-facing team member and are also expected to have the soft skills to build professional business relationships with clients and partners from various cultural backgrounds
61 Utilise the relationship, proactively collect customer feedback, insights and market intelligence and translate them to the customer needs, product offers and development
61 Make necessary engineering evaluations to support product selection/recommendations
61 Performs need evaluations with clients to understand their unique project requests after careful assessment
61 Able to travel throughout China region regularly to achieve the above
3. Contributor for internal cross-functional team (Sales, Marketing, Product Management, Operations & Engineering)
61 Acts as the client's main technical point of contact, representing the entire team and accountable for overall satisfaction.
61 Function as a bridge between the client and the internal team, such as product management, operations team, sales team, customer service teams and engineering team
61 Provide input to the internal team regarding product feature enhancements and process improvements
61 Develop solid technical knowledge of the existing product line and design to achieve the above
4. Identify service needs for the China market, find service partners, and manage them
61 Identify the market needs for servicing our products in China region
61 Find and assign service partners as required
61 Onboard service partners and provide ongoing technical support
61 Carry out ongoing evaluation of service partner performance and take necessary actions
Qualifications:
KEY COMPETENCIES:
61 Drive for Results
61 Solid Problem Solving methodology and demonstrated skill
61 Integrity and Trust
61 Independence
61 Strong communication/presentation skills
61 Team oriented
REQUIRED EXPERIENCE, EDUCATION LEVEL, OR KNOWLEDGE
61 Minimum Bachelor's degree in Electrical Engineering, Mechanical Engineering, Industrial Engineering, Systems Engineering, Computer Engineering, or Mechatronics Engineering.
61 3-5 years of experience working as a service/application engineer
61 Strong knowledge of Chinse market is essential
61 Experience in a similar industry willthebe essential
61 Excellent English Communication skills are essential
61 Experience in technical service management will be highly advantageous
61 Strong experience working with cross-functional team (sales, marketing, product management, product development, operations, procurement, and others
61 A strong team player who is willing to articulate opinions with an eye for detail and a genuine can-do attitude
61 IOT qualifications and experience will be advantageous
61 Software programming knowledge will be advantageous