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Technical Support Engineer

Position Overview岗位概述:
1.TSE is important role for supporting of the TOMRA Sorting service organization and its customers to achieve the highest machine performance and customer satisfaction. The TSE is responsible for technical support, service coordination of installations & upgrades, service contracts, scheduled preventative maintenance, and service intervention.
TSE是陶朗分选服务部重要的岗位,其在帮助客户实现最高机器性能和客户满意度方面发挥着重要作用。TSE负责技术支持、安装和升级的服务协调、服务合同技术方案、定期预防性维护和服务拜访。
2.Responsible for service call & case management. Travel to customer sites as needed to resolve technical issues that have not been resolved by the FSE (call escalations).
负责接听服务热线和案件管理。根据需要前往客户现场解决FSE未解决的技术问题(需求升级)。
3.TSE’s required approximately 80 field days, this amount can differ per seasonal & technical circumstances.
TSE需要大约80个现场工作日,可能因季节和技术情况而异。

Main Responsibilities:
岗位职责:
1.Respond to and resolves inquiries from customers, Sales Agents, Area Sales Managers, and FSE’s regarding technical issues.
回复并解决客户、销售代理、区域销售经理和FSE关于技术问题的询问。
2.Interface with Global service HQ and Engineering to help the resolve technical problems identified in the field.
与全球服务总部和工程部联系,帮助解决现场发现的技术问题。
3.Research and analyse field reports and maintenance checklist to ensure all problems and pending issues are solved.
研究和分析现场报告和维护清单,确保所有问题和未决问题得到解决。
4.Offer the technical solution for service sale and marketing.
为服务销售和市场营销提供技术解决方案
5.Support the service administration, back office operation.
支持服务行政事宜和服务中心的日常运作。
6.Ensures that continuous telephone support is available to customers as well as FSE’s who are in the field.
确保为客户和现场的FSE提供持续的远程支持。
7.Analyse technical problems to send the necessary parts and/or the appropriate FSE.
分析技术问题,以发送必要的部件和/或适当的FSE。
8.Manage the remote VPN support system.
管理远程VPN支持系统。
9.Examines and analyses long term unsolved or repeat problems by meeting with appropriate personnel/department and working out action plan.
通过与相关人员/部门沟通并制定行动计划,检查和分析长期未解决或重复出现的问题
10.Makes on-site service visits to expedite resolution to long-term problems.
进行现场服务访问,以加快解决长期问题

Main Requirements:
任职要求:
1.Strong analytical thinker and ability to communicate procedures in detail via phone or email.
有较强的分析能力,能通过电话或电子邮件详细沟通程序
2.Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
在非常规故障出现的情况下解决实际问题和处理各种关系的能力
3.Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
能够解释以书面、口头、图表或表单等形式提供的各种指导
4.Bachelor or higher, electrical/mechanical engineering
本科以上学历,机电工程专业
5.5 + years industrial technical experience
5年以上工业技术经验
6.Excellent English skill level in verbal and writing communication
良好的英语口头和书面沟通能力
7.Proven teamwork skills, excellent interpersonal, written and verbal communication skills. Experience in a multinational environment
团队合作能力强,人际交往能力强,书面和口头沟通能力强。跨国环境的经验
8.Socially outgoing, ability to handle stress.
社交外向,处理压力的能力
9.Good working knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
熟悉微软办公软件,包括Word、Excel和Outlook。