Equipment Technical Support Specialist -APAC
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:
Remote technical support
• Troubleshooting and issue resolution. Collaborate with internal resources to effectively diagnose and resolve the technical issues reported by the customer.
• Customer training. Providing training to customer about proper operation and necessary preventive maintenance.
• Providing clear and helpful guidance on product usage, setup and maintenance. Ensure customer queries are addressed promptly and professionally.
Service management
• Managing the service record. Using Dynamics (the system) for maintaining detailed records of all technical services provided to customer installations, track every service interaction related to each installation. Ensuring that service logs are accurate and up-to-date.
• Monitoring and tracking the entire lifecycle of the installations to ensure all the planned services and service level agreements are followed.
• Analyzing and reporting. Providing insights into trends, class issuers, or potential improvements to internal as well as external stake holders.
Service coordination
• Assessing the incoming service requests and determining whether on-site assistance is necessary or if issues can be resolved remotely.
• Scheduling the service, arranging the field resource based on their availability and skill set. Make necessary preparation for both the field resource and customer to ensure an efficient delivery of the service.
• Continuous updates to internal teams and follow-ups on unsolved issues.
Requirements:
• Bachelor's degree in mechanical or electrical engineering or equivalent areas.
• Minimal 5-year working experience in conducting technical support work that proves strong problem solving and analytical skills.
• Able to understand customer needs and requirement and communicate effectively and directly with them.
• Knowledge of conveyor construction, electrical controls and conveyance systems is highly beneficial.
• Service-minded, self-managed mentality with a good sense of urgency and ownership.
• Native Chinese and fluent English language. Japanese are advantageous.
EOE/M/F/Vet/Disabled
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