Technical Support Engineer - Ultrasound

• Technical Issue Resolution : Coordinate and manage resources to efficiently diagnose and resolve technical and product issues reported by field service engineers or customers; provide on-site support when necessary to enhance the efficiency of resolving complex technical problems.
• Information Bridge & Feedback Managemen t: Act as the key interface between customers, local engineering teams, and the HQ Technical Support team. Systematically gather customer feedback, accurately relay bug reports and feature requests to Product and R&D departments, and track the entire process of internal requirements until their final resolution.
• Cross-departmental Collaboration & Knowledge Management : Collaborate closely with Engineering, Product Management teams to escalate and drive the resolution of complex technical issues. Maintain comprehensive technical documentation and reports, promptly summarize maintenance cases to build a knowledge base, and transfer this knowledge to empower engineering teams and enhance their professional service capabilities.
• New Product & Service Support: Serve as the local service representative, responsible for the requirement validation, and the review of tools and documentation for new products. Ensure that critical information, such as Field Change Orders (FCOs), is communicated accurately and promptly to the field service team.
• Assigned Tasks: Efficiently complete other tasks assigned by line manager.

Requirements:

• Professional Qualities: High sense of responsibility, positive mindset, excellent communication and presentation skills, and strong team spirit.
• Problem-Solving Skills: Proficient in coordinating and integrating resources from various parties, skilled in cross-departmental collaboration, and effective in driving issues to resolution.
• Technical Passion: Strong interest in technology, innovative thinking, and a willingness to share knowledge and empower team members.
• Analytical & Learning Ability: Clear logical thinking, excellent learning agility, and the capability to handle technical complexity and develop effective solutions.
• Language Proficiency: English proficiency at least at B1 level or above to ensure effective daily & work communication.
• Travel Requirement: Willingness and ability to accept long-term business travel arrangements.

Qualifications:

• Software Skills: Proficient in using office software such as Microsoft Office Suite.
• Experience & Technical Skills: Minimum of 5 years of experience in technical support or related roles specifically with Ultrasound Medical Imaging products, with mastery of the corresponding product line's troubleshooting tools.
• Additional Advantage: Proficiency in languages other than English is a plus.