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Technical Support Engineer

3 months ago

McKinney, United States Segway Full time

Core Responsibilities:


  • Providing the effective support and service of products, providing technical expertise, training, and guidance to internal teams and external partners, and driving continuous improvement in technical support operations.


New Product Input/Engineering Change Support:


  • Collaborating with product development teams to provide technical input and insights during the development and launch of new products.
  • Conducting thorough testing and evaluation of new products to identify potential technical issues or improvements.
  • Providing feedback and recommendations to product development teams to enhance product quality, reliability, and user experience.
  • Responsible for local service implementation of new product introductions and support for insights into expanding new business.
  • Maintaining and updating technical documentation used for consumers and business partners, ensuring timely and accurate information of engineering change.


Call Center Support:


  • Providing guidance and assistance to the call center, ensuring timely and effective resolution of escalated technical issues.
  • Developing and implementing strategies to improve call center performance metrics, such as first call resolution rate and average handling time.


Dealer and Authorized Service Provider Support:


  • Developing training programs and materials for dealers and authorized service providers on new products, technical specifications, troubleshooting procedures, and best practices.
  • Conducting training sessions and workshops for dealers and service providers to ensure they are equipped with the knowledge and skills to effectively support and service products.
  • Monitoring training effectiveness and performance of dealers and service providers, providing ongoing support and guidance as needed.


Quality Assurance:


  • Establishing and enforcing quality standards and procedures for technical support activities, ensuring consistency and accuracy in problem resolution.
  • Conducting regular audits and reviews of technical support processes and interactions to identify areas for improvement and ensure compliance with company standards and policies.
  • Responsible for the quality of warranty repairs and refurbishments, serving as a liaison to facilitate communication and problem resolution.
  • Analyzing warranty repairs and collaborating with cross-functional teams to drive product quality improvements, and enhance customer experience.
  • Collect EWP data and market feedback for analysis, and drive product improvements through closed-loop management.


Performance Management:


  • Setting and monitoring performance goals and objectives for technical support.
  • Implementing strategies to drive continuous improvement in technical support operations and customer satisfaction levels.


Requirements:


  • A bachelor's degree in STEM-related majors is preferred.
  • Experience in manufacturing/electronics industry or after-sales service technical roles.
  • Strong technical skills and experience troubleshooting software and hardware issues
  • Familiarity with ticketing systems and remote support tools
  • Ability to multitask and work efficiently in a fast-paced environment
  • Excellent communication and interpersonal skills with customers and internal departments.
  • Customer-oriented, strong problem-solving skills.