Technical Support Engineer

Job Summary

Provide information concerning products, applications, and problem diagnosis to sales representatives and customers. Conduct product application testing and troubleshooting on customers’ applications. Orchestrate product-related trainings for the purpose of maximizing sales. Possess strong communication skill including active listening. Demonstrate excellent prioritization as well as customer service.

Principal duties and tasks

• Receive phone calls or emails from sales reps and customers and answer inquiries concerning product capabilities, specifications, and applications

• Analyze and troubleshoot customer issues via phone or email

• Research and analyze competitive information pertaining to the company’s products

• Conduct product application testing for sales reps and customers

• Create and update manuals for product training and product demonstration for sales reps

• Plan, design, develop, and conduct trainings on products, applications, and competitive information for salespeople including both new hires and incumbents • Develop, update, and disseminate key sales enhancement product information via company intranet and/or electronic newsletters

• Coordinate with the parent company in Japan on new product release and other pertinent tasks such as product literature development

• Travel to customer and/or other affiliates for training seminars

• May assist sales reps with on-site presentations to customers, as needed

• Proactively identify areas to improve department operation efficiency and initiate projects to achieve such improvements

• Understand and observe company / department policies and procedures

• Assists office administrator for quotation and order entry

• Other duties or projects, as assigned

Requirements and Qualifications

• Ability to organize and prioritize tasks, activities, and projects for timely completion

• Active listening skill

• Analytical skill to identify the underlying principles, reasons, or facts by breaking down information or data into separate parts

• Ability to establish and maintain pleasant interpersonal relationships primarily over the phone and emails

• Ability to communicate complex ideas in a simplified fashion

• High degree of service orientation to actively look for ways to help people

• Problem solving skill – identify complex problems and review related information to develop and evaluate options and implement solutions

• Bachelor’s degree in an engineering discipline (i.e. Computer / Electrical / Mechanical Engineer) and/or 2+ year of experience

Technical Skills

Ideal candidates should have experience in some of the following areas:

• Experience in Measurement
• Experience in Microscope
• Experience in Vision System
• HMI Programming / Scada Programming
• Serial, Modbus TCP, Ethernet etc communication protocol
• Sensors and actuators (e.g. DC motors, encoders, relays, & solenoids)
• Experience with Stepper/Servo Motor
• Knowledge of Database Language (SQL/MySQL)
• Knowledge of C#/Java/Python