Technical Support Engineer Permanent Full time

ITECH Electronics is looking for an Instrument Technical Support Engineer responsible for providing high-level technical support, assisting customers in resolving technical issues with instruments and equipment, and ensuring customer satisfaction. This position requires close collaboration with customers, sales teams, and R&D teams to ensure the effective operation of products and customer satisfaction.

Your Responsibilities:

1. Technical Support

• Provide remote and on-site technical support, resolving issues that customers encounter when using instruments and equipment.
• Ensure prompt responses and solutions to customer issues to maintain high levels of customer satisfaction.
• Create detailed technical documents and reports to record and track issues and solutions.
• Assist customers with equipment maintenance, calibration, and upgrades.

2. Training and Education

• Provide product training to customers, ensuring they can use and maintain the instruments correctly.
• Develop training materials and documentation for customers to simplify their operation.
• Organize and conduct training and seminars.

3. Problem Shooting

• Analyze issues reported by customers, identify root causes, and provide sustainable solutions.
• Be the bridge between customers and R&D team, convey and feedback information in time and issue
reports for product improvement.
• Fast problem shooting for better customer service.

4. Customer Relationship Management

• Establish and maintain strong customer relationships, delivering excellent customer service.
• Regularly communicate with customers to understand their needs and feedback, providing
appropriate suggestions and solutions.

Your Qualification:

1. Technical background

• Bachelor’s or master’s degree in electric and electronics engineering, instruments, equipment or related fields.
• Profound knowledge of instrument operation and maintenance.
• >3 years’ experience, familiar with the principles and functions of various test instruments, capable of effectively addressing technical issues.

2. Team working

• Ability to collaborate closely with cross-functional teams, including sales, R&D, and production teams.
• Excellent communication and teamwork skills.

3. Technical knowledge

• Continuously learn and update knowledge in the T&M instrument and keep same pace with the
leading industries and development trends.
• Familiar with relevant regulations and standards to ensure product compliance.

4. Language and communication skills

• Fluent in both oral and written English and able to establish effective communication with customers.