Customer Support Engineer

This is a fully remote position, open to applicants in China.

📋 Description

• Assess, analyze, diagnose, and resolve technical equipment issues either over the phone or at customer locations.

• Repair and upgrade equipment at client facilities to improve production efficiency.

• Address system-level issues with multiple contributing factors where standard procedures may not exist.

• Recognize customer process challenges such as chemical leaks or contamination, recommending factory shutdowns when conditions are unsafe.

• Create field service reports and document recurring issues for support teams.

• Generate customer quotations based on labor, travel costs, and necessary parts.

• Assist field service engineers by providing technical support to Installation Engineers.

• Facilitate the installation and disassembly of demo machines.

• Conduct customer training and orientation on equipment maintenance and usage applications.

• Travel to client sites using personal or commercial transportation.

• Capture, share, collaborate on, and enhance knowledge utilizing available systems.

⛳️ Requirements

• Doctorate (Academic) Degree with no related work experience; Master's Degree with 3 years of relevant experience; Bachelor's Degree with 5 years of related experience.

• Possess technical knowledge, education, training, and certification adequate to resolve system-level issues.

• Capability to evaluate, analyze, diagnose, and troubleshoot technical equipment issues.

• Proficient in assessing and identifying customer process problems such as chemical leaks or contamination.

• Competency in preparing field service reports, documentation, and customer quotes.

• Willingness to travel by car or commercial means to customer locations.

• Ability to offer technical support and customer orientation/training.

• Capability to work at customer locations and manage potentially hazardous conditions.

🏝️ Benefits

• Competitive, family-friendly total rewards package.

• Benefits tailored to meet the varied needs of employees.

• Inclusive workplace environment.