Online Technical Support Engineer; Bilingual in Mandarin

Online Technical Support Engineer (Bilingual in Mandarin)

Company

Summary:

Bodorlaser is a global leader in the development, production, and sales of laser‑cutting machines. Headquartered in China with a U.S. office in Schaumburg, Illinois, we serve more than 150 countries with 24/7 service in 20 languages. With over 3,000 employees worldwide, our expert sales and support teams deliver cutting‑edge solutions for industries such as automotive, aerospace, electronics, and manufacturing. Bodorlaser is committed to precision, efficiency, and innovation while fostering a collaborative, continuous‑learning workplace culture.

The ideal candidate will have native English proficiency and bilingual fluency in Mandarin, a bachelor’s degree in a technical field, at least two years of experience supporting industrial equipment, and strong troubleshooting, cross‑cultural communication, CRM/tool proficiency, and flexibility to collaborate across U.S. and China time zones. This role includes a structured six‑month training and onboarding period, during which you will receive in‑depth product, technical, and workflow training.

Occasional travel (up to 30%) may be required for on‑site equipment installations, training sessions, and customer support activities during the training phase.

• 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; maintain regular communication across U.S. and China time zones as needed.
• Participate in cross‑functional service improvement initiatives and recommend process enhancements to management.
• Perform other technical service duties as assigned by the Service Director.

• Bachelor’s degree in Mechanical, Electrical, Automation Engineering, or a related technical field.
• Minimum of two 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).
• 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.

North American Headquarters:
Schaumburg, IL 60173
Houston Branch: 19416 Park Row, #120, Houston, TX 77084

• Competitive compensation package
• Company‑paid medical insurance, dental and vision insurance at low cost, and basic life & disability insurance
• 401(k) with employer match
• 20 days paid time off and 11 paid holidays per year
• FSA/HSA account
• Birthday gifts, holiday bonus, and employee assistance program

Bodor Laser 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. Background checks and drug screening are conducted in accordance with company policies and federal and state guidelines.