Technical Support Specialist in Parsippany, New Jersey at Fotile America LLC

Technical Support Specialist

FOTILE America is looking for an energetic and highly self-motivated Technical Service Specialist who will be in charge of overseeing third-party Chinese technicians, managing third-party maintenance companies, assigning daily tasks, developing service policies, conducting product installation service surveys, and providing post-sales technical support. This pivotal role is essential for optimizing the performance of our technical service team and ensuring that our products and services consistently meet customer expectations.

Job Responsibilities:

Work closely with technicians/ mechanicals, Customer service team, and logistic team and achieve annual NPS goals and KPI goals.
Work with our internal service team to offer comprehensive after-sales technical support and assistance to our valued customers.
Cultivate and sustain robust relationships with external technicians and installers, becoming their primary point of contact for technical inquiries and support.
Provide guidance and training to external technicians, empowering them with the skills and knowledge needed for precise product installation.
Assist in the troubleshooting of technical issues, swiftly and efficiently resolving customer concerns.
Ensure that installation standards consistently meet or exceed stringent quality and safety guidelines, while continuously identifying opportunities for enhancement.
Information collection of installed user end feedback to headquarters service manager each month.
Collaborate closely with the Service Manager to formulate and execute strategies to enhance after-sales service and overall customer satisfaction.
Analyze the number of accessories for a repairer in the warehouse and send accessories needs application report in time.
Responsible for managing refurbished vendors making sure all SOPs were followed and coordinating the resale of refurbished products.
Participate in the new product installation process analyzing projects, finishing tools, and installation environment research and sending corresponding output or professional advice for the whole installation process.
Keep up with nationwide and local industrial compliance updates and improve/revise internal service processes accordingly in a timely manner.
Collect and meticulously analyze data related to service performance, identifying trends and areas for improvement.
Prepare regular reports detailing service activities, including status updates and key performance indicators.
Other duties as required.
Qualifications:

Proficient in both Chinese and English required.
Associate degree or above in an engineering-related field preferred.
1- 3 years of relevant tech support and troubleshooting experience preferred.
Knowledge of basic plumbing and electrical skills Preferred.
Collaborative team player, a quick learner with a process improvement mindset.
Hands-on problem-solving ability and excellent communication skills.
Multiple tasks while sticking to deadlines, strong work ethic, and attention to detail.
strong interpersonal and communication skills
售后技术专员

职位描述：

与技术人员/机械师傅，客服团队和售后团队展开密切合作，实现年度NPS和KPI目标。
与我们的内部服务团队紧密协作，为我们尊贵的客户提供全面的售后技术支持和协助。
培养并保持与外部技术人员和安装人员的牢固关系，成为他们的主要联系人，以解答技术问题并提供支持。
为外部技术人员提供指导和培训，赋予他们进行精确产品安装所需的技能和知识。
协助解决技术问题，迅速有效地解决客户的顾虑。
确保安装标准始终符合或超过严格的质量和安全准则，同时不断寻找改进机会。
每月收集已安装用户的反馈信息，提交总部服务经理。
与服务经理密切合作，制定并执行提高售后服务和客户满意度的策略。
分析仓库中维修人员所需的配件数量，及时发送配件需求申请报告。
负责管理翻新供应商，确保遵循所有SOP，并协调翻新产品的再销售。
参与新产品安装流程，分析项目、完成工具和安装环境研究，并为整个安装过程发送相应的产出或专业建议。
保持与全国和当地工业合规更新并及时改进/修订内部服务流程。
收集并仔细分析与服务绩效相关的数据，识别趋势和改进领域。
准备定期报告，详细描述服务活动，包括状态更新和关键绩效指标。
其他根据需要的职责。
职位要求：

要求熟练使用中文和英文。
工程相关领域的大专或以上学历者优先。
1-3年相关技术支持和故障排除经验者优先。
具备基本的水工和电工技能知识者优先。
具备团队合作精神，快速学习者，注重流程改进。
具备动手解决问题的能力和出色的沟通技巧。
能够同时处理多个任务，工作敬业，注重细节。
强大的人际关系和沟通能力。