Technical Support Engineer in England

Responsibilities

• 1. Work with overseas sales to conduct on-site or video field survey of customer workplace, and provide site improvement proposal;
• 2. Conduct equipment installation, testing and commissioning;
• 3. Provide full process training to client including scanner operation, software operation, and 3D printer operation;
• 4. Provide technical assistance and support for incoming questions and issues. Walk customers through troubleshooting process;
• 5. Follow up with customers, provide feedback and see problems through to resolution;
• 6. Ensure proper recording, documentation and closure of all incidents;
• 7. Develop service procedures, policies and standards for Technical Support, implement processes needed to delight our customers;
• 9. Recruit, lead, mentor, motivate and develop Technical Support Specialists to ensure we provide world class service and support;
• 10. Track, monitor, report and analyze Technical Support and customer success metrics, highlighting trends and outlining next steps;

• 3. Able to travel overseas;
• 4. Not less than 1 years’ experience in technical support environment;
• 5. Proven ability to manage and lead team;
• 6. Skilled in using CAD, can understand the schematic diagram, understand PLC, have advanced electrician certificate is preferred;
• 7. Excellent customer-facing / interpersonal skills with strong business sense;
• 8. Excellent listening and presentation skills;
• 9. Advanced troubleshooting and multi-tasking skills;
• 10. Able to quickly and effectively learn Heygears technology;
• 11. Able to be flexible with dynamic, growing company.