Technical Support Engineer

The successful candidate will provide hands-on technical support to customers and work closely with Sales, factories, suppliers, and internal departments to resolve technical and quality-related issues.

This position requires a proactive individual who can independently manage assigned tasks, directly inspect and handle issues at customer sites, and collaborate effectively with team members.

Reporting line: General Director

• Respond to customer technical inquiries in a timely and professional manner.
• Review product selections, specifications, drawings, and other technical documents.
• Compare customer requirements with product specifications and identify any technical discrepancies.
• Visit customer sites to inspect products, installation conditions, operating conditions, and reported problems.
• Take prompt initial action when technical problems, quality issues, or customer complaints occur.
• Collect and organize relevant technical information and support root-cause investigation.
• Communicate technical inquiries and investigation results to factories and overseas suppliers.
• Review responses from factories and suppliers and follow up on any additional information or investigation required.
• Coordinate technical matters among customers, Sales, factories, suppliers, and relevant internal departments.
• Follow up on containment actions, corrective actions, and recurrence-prevention measures.
• Prepare technical reports, complaint reports, inspection records, and customer explanation materials.
• Proactively manage the progress, deadlines, risks, and outstanding matters of assigned cases.
• Provide on-site technical support and directly handle products, equipment, or installation-related issues when required.
• Share technical information and cooperate with other Technical Support members to resolve cases effectively.
• Promptly report important technical or quality issues to the General Director.

• Bachelor’s degree in an engineering or technical field.
• 2 years of relevant experience or above in Technical Support, Field Service, Application Engineering, Project Engineering, Technical Service, Quality Engineering, or a similar function.
• Experience providing technical support and troubleshooting at customer sites.
• A proactive and hands-on working style, with the ability to take ownership of assigned tasks and follow them through to completion.
• Willingness to directly inspect products, equipment, installation conditions, and operating conditions at customer sites.
• Ability to collaborate effectively with Sales, other Technical Support members, factories, suppliers, and internal departments.
• Experience coordinating with manufacturing factories, overseas suppliers, or internal technical departments is preferred.
• Ability to read drawings, specifications, and technical documents and compare customer requirements with product specifications.
• Experience handling quality issues or customer complaints, including investigation, corrective-action follow-up, customer explanation, and case closure, is preferred.
• Ability to communicate via email in English, read technical documents in English, and participate in online meetings.