Technical Support Engineer

The successful candidate will provide hands-on technical support to customers and work closely with Sales, factories, suppliers, and internal departments to resolve technical and quality-related issues.

This position requires a proactive individual who can independently manage assigned tasks, directly inspect and handle issues at customer sites, and collaborate effectively with team members.

Reporting line: General Director

• Respond to customer technical inquiries in a timely and professional manner.

• Review product selections, specifications, drawings, and other technical documents.

• Compare customer requirements with product specifications and identify any technical discrepancies.

• Visit customer sites to inspect products, installation conditions, operating conditions, and reported problems.

• Take prompt initial action when technical problems, quality issues, or customer complaints occur.

• Collect and organize relevant technical information and support root-cause investigation.

• Communicate technical inquiries and investigation results to factories and overseas suppliers.

• Review responses from factories and suppliers and follow up on any additional information or investigation required.

• Coordinate technical matters among customers, Sales, factories, suppliers, and relevant internal departments.

• Follow up on containment actions, corrective actions, and recurrence-prevention measures.

• Prepare technical reports, complaint reports, inspection records, and customer explanation materials.

• Proactively manage the progress, deadlines, risks, and outstanding matters of assigned cases.

• Provide on-site technical support and directly handle products, equipment, or installation-related issues when required.

• Share technical information and cooperate with other Technical Support members to resolve cases effectively.

• Promptly report important technical or quality issues to the General Director.

• Bachelor’s degree in an engineering or technical field.

• 2 years of relevant experience or above in Technical Support, Field Service, Application Engineering, Project Engineering, Technical Service, Quality Engineering, or a similar function.

• Experience providing technical support and troubleshooting at customer sites.

• A proactive and hands-on working style, with the ability to take ownership of assigned tasks and follow them through to completion.

• Willingness to directly inspect products, equipment, installation conditions, and operating conditions at customer sites.

• Ability to collaborate effectively with Sales, other Technical Support members, factories, suppliers, and internal departments.

• Experience coordinating with manufacturing factories, overseas suppliers, or internal technical departments is preferred.

• Ability to read drawings, specifications, and technical documents and compare customer requirements with product specifications.

• Experience handling quality issues or customer complaints, including investigation, corrective-action follow-up, customer explanation, and case closure, is preferred.

• Ability to communicate via email in English, read technical documents in English, and participate in online meetings.

Ngành nghề: Cơ khí / Ô tô / Tự động hóa, Điện / Điện tử / Điện lạnh / Điện công nghiệp, Xây dựng

Kinh nghiệm: 1 Năm

Cấp bậc: Nhân viên

Hình thức: Nhân viên chính thức

Địa điểm: Hà Nội