Global Support On-Site Technician (Suzhou)

Responsibilities:

Customer On-boarding and Site Installation:

  • Be involved in preparing and understanding customer on-site installation and training plan.
  • Travel to customer sites on short notice and within schedule to set up equipment and train customers on usage, maintenance, safety and troubleshooting of hardware, software, and materials.
  • Document and report all site visits methodically and regularly.
  • Travel regionally to Ziyang, Sichuan.

 

On-site Maintenance and Troubleshooting:

  • Be involved in preparing and understanding customer on-site maintenance and troubleshooting plans.
  • Travel to customer sites on short notice and within schedule to provide maintenance /troubleshooting of machinery, components and process.
  • Methodically collect and record data using data collection tools and spreadsheets.
  • Communicate with the support engineer on a daily basis and discuss the plan-of-action.
  • Document and report all site visits methodically and regularly.
  • Understand customer issues empathetically.

 

Technical Reporting and Data Collection:

  • Collect and document observations and data on-site and remotely.
  • Store data in a methodical manner and communicate critical issues with support engineers and the wider team on time.

 

On-site Troubleshooting:

  • Respond to customer issues in a quick and efficient manner.
  • Troubleshooting with customer on-site on electrical, software and hardware issues.

 

Customer Success:

  • Identify areas of improvement for products and customer processes while on-site.
  • Work with customers and internal teams to design, rollout and implement new processes and improvements to improve customer production.

Requirements:

  • Graduate of trade school in Mechanical, Electrical or Industrial Engineering field, or equivalent experience.
  • 3+ years of experience of on-site hands-on machinery repair.
  • Troubleshooting software, electrical & mechanical systems and machinery.
  • Ability to travel within Asia.
  • 3D printing experience is a plus.
  • Detail oriented and thorough task completion.
  • Excellent technical communication skills and customer support experience is required.
  • Must have working knowledge of the English language 

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