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Intralox®

Equipment Technical Support Specialist -APAC

Location:

Shanghai, China

Category

Engineering

Division

Intralox
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Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Technical Support Specialist (TSS) within the Equipment Services Team, supporting the APAC market. Based at our China headquarters in Shanghai, the primary role of this position is to serve as an advanced level remote troubleshooter and problem-solver for any issues at arise, and is responsible for making recommendations to customers on specific applications and equipment to resolve the issue and to manager the resolutions of any issues that require input from additional team members or will require a longer-term path to resolution. Successful applicants must be able to demonstrate a good understand operational and commercial principles and be able to make fast and independent decisions within that clear set of principles. 

This role is based in our Shanghai office, reporting to the APAC Equipment Aftersales Supervisor. 
Responsibilities:
  • Problem/complaint resolution: handle customer problems by finding causes and recommending best solutions. Document the problems and resolution clearly in the system.
  • Provide consistent high-quality aftersales service: demonstrate ownership of after-sales issues, ensuring clear resolution are delivered to customers on time; identify any recurring issues, communicating these to the relevant product/design and project management groups.
  • Service oriented, by understanding and managing customer expectations.
  • Post-sale technical support on equipment product line, provide technical assistance to Customer Service, Account Managers and Customers remotely by phone, written correspondence and/or via web-conferencing.
  • Price Equipment Service products and solutions and deliver clear and concise equipment service proposals to customers.
  • Team player, well integrated with customer service, account managers, field service technicians, project managers, and other Intralox design and operation teams. 
Requirements:
  • College education (preferably in mechanical or electrical engineering) or equivalent work experience with industry qualifications. 
  • Minimum 5 years of equipment aftersales related experience. 
  • Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions. 
  • Commercial affinity - ability and experience to communicate effectively and directly with customers.
  • Good listening skills to understand customer needs and requirements. 
  • Knowledge in failure mode analysis or other quality analysis tools is beneficial. 
  • Knowledge in mechanical drawing or design work, AutoCAD (2D and 3D) design software skills. 
  • Knowledge of conveyor construction, electrical controls and conveyance systems is highly beneficial. 
  • Service minded, self-managed mentality with a sense of urgency and ownership.
  • Team player, good interpersonal communication skill.
  • Computer systems knowledge/skills (e.g. CRM, ERP, data bases, MS office).
  • Native Chinese and fluent English language. Japanese/Korean are advantageous. 

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