Technical Support-DACH

1. Provide online and on-site technical training for dealers and after-sales service teams, covering product structure, troubleshooting, repair and maintenance, spare parts replacement, localized after-sales processes, and local compliance requirements. Develop German-language training materials and service SOPs to enhance dealers’ independent service capabilities.
2. Respond promptly to technical inquiries, equipment failures, and after-sales requests raised by dealers, providing remote technical guidance and support. Provide on-site technical support for key dealers, including equipment commissioning, root cause analysis of technical issues, and technical assessment of returned products. Drive dealer after-sales issues through to resolution and closure.
3. Maintain localized technical documentation, including German dealer manuals, repair and maintenance guides, spare parts catalogs, and troubleshooting FAQs, in line with service standards in the German gardening and outdoor equipment industry. Collect and analyze recurring technical issues, product feedback, and dealer requirements, regularly compile service data, and share insights with the China headquarters to support product upgrades and optimization.
4. Support the establishment and standardization of the dealer after-sales service system, ensuring the implementation of standardized installation and repair procedures across dealer channels. Help maintain the brand’s service quality and reputation. Conduct regular visits to key dealers for technical inspections, service reviews, and needs assessments, while strengthening long-term dealer relationships.

Qualifications

1. Currently must be based in Germany, with German as a commonly used languages language, and be able to work and reside in Germany on a long-term basis.
2. Fluent spoken German and English, with the ability to communicate effectively with the China headquarters. Capable of independently preparing technical documentation and delivering technical training in German.
3. 3+ years of experience in B2B or BTC technical support, dealer technical support, or dealer after-sales service enablement. Experience in working with dealer networks and distribution channels in Germany is preferred.
4. Willing and able to travel within Europe as required.