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 DirectorRespond to customer technical inquiries in a timely and professional manner.Review product selections, specifications, drawings, and other technical documents.Compare customer

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