RMA Technical Support Engineer

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities

• Responsible for the maintenance of faulty machines such as customer returned products；
• Through continuous learning and summarizing maintenance experience, output product maintenance manual documents and experience cases to improve product maintenance skills and maintenance efficiency;
• Analyze maintenance-related data to promote product quality improvement;
• Coordinate resources to handle and resolve after-sales service complaints, and optimize internal processes;
• Responsible for providing training and guidance on equipment repair and maintenance;
• Responsible for formulating the overall project delivery plan, tracking the plan and correcting deviations in time;
• Lead on-site project delivery, provide on-site implementation and technical support services for customers, and promote project acceptance;
• Track, feedback and coordinate on-site product and technical problems, and under the guidance of the technical team, quickly solve customer problems when using products, and improve customer satisfaction;
• Provide customers with corresponding training and support in product technical parameters, product performance, product operation, etc. according to customer needs;
• Responsible for customer on-site business operations and after-sales training;
• Do a good job in project process document management, collect, compile and output related documents, and regularly conduct project summaries and experience sharing;
• Project risk identification and control, through the coordination of internal and external resources, to promote efficient project collaboration;

Qualifications

• Bachelor degree or above, major in mechanical and electrical, computer, electronics and other related majors;
• Familiar with electronic and electrical related knowledge and the use of common instruments;
• Understand the working principle of the basic circuit, and be able to analyze the circuit schematic diagram;
• Proficient in the operation and use of various office software;
• Experience in maintenance or craftsmanship is preferred;
• Strong analytical and problem-solving ability, hands-on ability and adaptability;
• Strong initiative, with the management awareness of project delivery, to promote and promote project delivery and acceptance;
• Passionate about delivery work, have a sense of service, strong ability to withstand pressure, organizational coordination and communication skills;
• Have good learning ability and teamwork spirit;
• Have good English language ability;