Technical Services Engineer

Job Summary:

Identify the needs and requests of your established customer base, distribution network, sales associates, and management. Coordinate broad Technical Support functions by leveraging operations, engineering, marketing, and sales resources. Initiate troubleshooting solutions through in-house or onsite repairs, or via telephone support, fostering strong customer loyalty and enhanced satisfaction. This role may require international travel of up to 25%.

Job duties:

• Troubleshooting and repairing OK International products, with a specialization in Techcon Plastic products.
• Offering installation and application support for OK International products.
• Developing and delivering documentation and training.
• Conducting failure analysis, collecting data, and presenting resolutions to enhance product quality.
• Gathering and presenting data to drive quality improvements.
• Custom design and providing application support for OK International products.
• Fostering strong relationships with customers, colleagues, and sales channels.
• Delivering technical support to all internal departments.
• Analyzing quality control processes to correct product flaws.
• Create and maintaining technical documentation related to product design and development.
• Conduct technical validation of products for new product introduction, engineering enhancements, and fixes.
• Keeping up to date with advancements in plastic materials, products, and processes, while recommending improvements in product design and development.
• Performs other duties as assigned.

Work experience requirements:

• Background in supporting Electro-mechanical equipment with focus on Plastic products.

• Field Service or Technical Support experience.

Skills and Education required:

• Experience and knowledge in managing a multi-channel call center environment.
• Skilled at advocating for individual customer needs while balancing supply chain and manufacturing capabilities.
• Competent in analyzing data and drawing logical conclusions.
• Capable of fostering a positive perception for individual customers while ensuring fairness for the wider customer group.
• Proficient in MS Word, Excel, and Outlook, with the ability to quickly learn new software; knowledge of SolidWorks is a plus.
• Demonstrates professionalism and sound judgment in a dynamic, high-stress, and fast-paced team setting.
• Create and maintain technical documentation related to product design and development.
• Stay current with advancements in plastic materials, products, and processes, and recommend improvements in product design and development to resolve customer issues.
• Ability to multi-task and manage various, often competing, priorities.
• Maintains an outgoing, positive, friendly, and customer-focused attitude.
• Impeccable communication skills.
• Possesses a solution-oriented mindset.
• Fluent in both written and spoken Mandarin is required.
• BSEE plus 2 years in technical support role sales or AS in Engineering Technology (Mechanical Engineering preferred) with 4-7 years of experience in Technical Support or Field Service Role or Military Experience as Mechanical Engineering Technician.