Online Technical Support Engineer

Company Summary
Bodorlaser is a global leader in the development, production, and sales of laser-cutting machines. Headquartered in China and supported by a U.S. office in Schaumburg, Illinois, we serve over 150 countries with 24/7 service in 20 languages. With 3,000+ employees worldwide, our expert sales and support teams deliver cutting-edge solutions for industries including automotive, aerospace, electronics, and manufacturing. Known for precision, efficiency, and innovation, Bodorlaser is committed to customer satisfaction and fostering a workplace culture of collaboration, continuous learning, and global teamwork.

The salary range for this position is broad because we are considering candidates with a wide range of experience levels, and the salary will be vary based on factors like location and industry-specific benchmarks.
Job Summary
The ideal candidate will have native English proficiency and bilingual fluency in Mandarin, a bachelor's degree in a technical field, at least 2 years of experience supporting industrial equipment, and must demonstrate strong troubleshooting ability, cross-cultural communication skills, CRM/tool proficiency, and the flexibility to collaborate across U.S. and China time zones.

The ideal candidate will have
native English proficiency and bilingual fluency in Mandarin
, a
bachelor's degree in a technical field
, at least
2 years of experience in supporting industrial equipment
, and must demonstrate
strong troubleshooting ability
,
cross-cultural communication skills
,
CRM/tool proficiency
, and the flexibility to collaborate across
U.S. and China time zones
.

This role includes a structured 6-month training and onboarding period, during which you will receive in-depth product, technical, and workflow training to ensure your success in supporting global customers and internal teams. During this period, occasional travel of up to 30% may be required to attend on-site equipment installations, training sessions, and customer support activities as part of your training.

Online Technical Support Engineer Responsibilities

• Serve as the primary online contact for U.S. and Canada region customers and distributors, handling after-sales technical support inquiries via phone calls.
• Diagnose and resolve product-related issues through remote troubleshooting methods in coordination with service and engineering teams.
• Provide technical guidance on spare parts identification and ordering processes; collaborate with logistics and inventory teams for fulfillment.
• Deliver remote technical training to customers and partners on machine operation, daily
• maintenance, and safety protocols.
• Log and maintain detailed service records in CRM or ticketing systems, ensuring follow-up and closure of cases in a timely manner.
• Summarize recurring issues and customer feedback; escalate trends and product concerns to engineering and quality teams for resolution.
• Assist in the development and maintenance of online service materials, such as technical FAQs and instructional content.
• Coordinate directly with R&D and production departments to relay customer feedback, product issues, and improvement suggestions, maintaining regular communication across both U.S. and China time zones as needed to ensure machine resolution.
• Participate in cross-functional service improvement initiatives and recommend process
• enhancements to management.
• Perform other technical service duties as assigned by the Service Director.

Online Technical Support Engineer Required Qualifications

• Bachelor's degree in Mechanical, Electrical, Automation Engineering, or a related technical field.
• Minimum of 2 years' experience in a customer support or technical service role, preferably in industrial equipment or capital machinery.
• Native English proficiency and bilingual fluency in Mandarin (spoken and written) required.
• Strong troubleshooting and diagnostic abilities, especially in remote support settings.
• Clear written and verbal communication skills, with a customer-first mindset.
• Proficiency in remote support platforms (e.g., Zoom, Teams) and ticketing or CRM systems.
• Excellent documentation and organizational habits, with attention to detail.
• Ability to work in a fast-paced, cross-cultural, and high-volume environment.

Locations:

• Our North American headquarters is located at Schaumburg, IL 60173.
• Houston Branch: 19416 Park Row, #120, Houston, TX 77084.

Benefits & Perks

• Competitive compensation package
• Company-paid medical insurance
• Dental and vision insurance at low cost
• Company-paid basic life, short- & long-term disability insurance
• 401(k) with employer match
• (20) days of paid time off, and (11) paid holidays per year
• FSA / HSA account
• Birthday gifts
• Holiday bonus
• Employee assistance program
• If interested in this outstanding opportunity, please submit your resume by responding to this job posting

BodorLaser is an equal opportunity employer. All qualified applicants will receive consideration

for employment without regard to race, color, religion, sex including sexual orientation and

gender identity, national origin, disability, protected veteran status, or any other characteristic

protected by applicable federal, state, or local law. We conduct background checks and drug

screen, in accordance with company policies and federal and state guidelines.

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