Techinical Support Specialist-Drilling Solution

Your role

Mission

Your mission is to develop and optimize the product knowledge and technical competency for the service team while provide technical support as a technical expertise to maximize the customer satisfaction on service quality and capability with providing professional field service and professional consultancy while promote service products to generate service NIS.

您的使命是为服务团队发展和优化产品知识和技术能力，同时为服务团队提供技术支持。通过提供专业的服务和咨询，提高客户对服务质量和能力的满意度，同时推广服务产品，创造服务销售收入。

Major Responsibilities

Duties and responsibilities include, but are not limited to:

• Build/manage the knowledge sharing process to ensure the knowledge distribution and updating in service organization;
• Work with sales product manager to ensure the new product service training aligned with new product launch plan and provide technical support to sales team when required
• New product launch support and competence development for field service team
• Setup training plan based on competence gap; organize/coordinate service training to service team member;
• Leader of training material written, optimize and categorize to meet the requirement of business development and new technology development
• Test question definition and written, support test question generation system optimization
• Interface with global technical support team to keep knowledge update; consolidate the product quality issues and work with global support team to find out solution.
• Provide technical support to Field Service Engineers and technicians;
• Provide hands on support to site issue when required
• Work independently for daily service work, such as project startup, installation, regular maintenance and customer’s training etc
• Working closely with sales team & project team to satisfy customer
• Timely and correctly feedbacks work order, weekly report and monthly report
• Strictly follow the safety procedures and instructions during the travel and at the workplaces in company, customers' and business partners' facility, and correctly wear Personal Protective Equipment according to instruction. Actively participate safety training, self-learning and other activities. Report safety risk to prevent accident.
• Other requirements from manager

任务职责包括但不限于:

• 建立/管理知识共享体系，以确保服务组织中的知识利用和更新
• 与销售产品经理合作，确保新产品服务培训与新产品发布计划保持一致，并在需要时为销售团队提供技术支持
• 为现场服务团队提供新产品发布支持和能力发展
• 根据能力差距制定培训计划，组织/协调服务团队成员的服务培训
• 负责编写、优化和分类培训材料，以满足业务发展和新技术开发的要求
• 试题定义和编写，支持试题生成系统优化

• 与全球技术支持团队对接，保持知识更新；整合产品质量问题，并与全球支持团队合作寻找解决方案
• 为现场服务工程师和技术人员提供技术支持
• 在需要时为现场问题提供现场支持
• 独立完成日常服务工作，如项目启动、安装、定期维护和客户培训等
• 与销售团队和项目团队密切合作，以满足客户需求
• 及时、正确地反馈工单、周报和月报
• 在旅行期间以及在公司、客户和商业合作伙伴设施的工作场所严格遵守安全程序和说明，并根据说明正确佩戴个人防护装备。积极参加安全培训、自学等活动。报告安全风险，防止事故发生。
• 完成经理的其他要求

To succeed, you will need

Education & Experience

• Above college degree in mechanical or electrical engineering.
• At least 3 years experiences in aftermarket service of industry product.
• Professional trainer experience is plus.

Knowledge & Skills

• Good technical understanding on mechanical and electrical system
• Understand the knowledge of various materials and cutting tools is preferred
• Understand the hole-making process is preferred
• Knowledge of aviation industry assembly processes is preferred
• Know some knowledge on network communication
• Know some  PLC & Basic IT knowledge
• Know some  Basic software knowledge
• Fluent in both oral and written English.
• Strong skill of diagnosing, repairing and troubleshooting.
• MS office and PC skill is a must.
• Good communication skills
• Good presentation skills
• Good training skills
• Strong data analysis skills

Personality & Behavior Traits

• Customer oriented
• Result-oriented
• Quick learner
• Analytical
• Self-motivation and Independence
• Teamwork
• Willing to travel.
• Willing to share.
• Urgency awareness

教育和经验要求：

• 机械或电气工程专业大专以上学历
• 至少3年行业产品售后服务经验
• 有专业培训师经验者优先

知识技能：

• 对机械和电气系统有良好的技术了解
• 熟悉各种材料和刀具的知识
• 熟悉制孔加工工艺者
• 有航空行业装配工艺知识者优先
• 了解网络通信
• 了解PLC和基本IT知识
• 了解基本的软件知识
• 英语书写和口语流利
• 诊断、维修和故障排除技能强
• 必须掌握计算机和办公软件技能
• 良好的沟通技巧
• 良好的表达能力
• 良好的培训技能
• 较强的数据分析能力

性格和行为特质：

• 以客户为导向
• 以结果为导向
• 快速学习
• 善于分析
• 自我激励和独立
• 团队合作
• 愿意出差
• 愿意分享
• 紧迫意识

In return, we offer

•A friendly, family-like atmosphere.

•Plenty of opportunities to grow and develop.

•A culture known for respectful interaction, ethical behavior and integrity.

•Potential to see your ideas realized and to make an impact.

•New challenges and new things to learn every day.

Job location

Shanghai

Contact information

 Talent Acquisition Team: Young Zhang