美国东部技术支持工程师 - WFH、健保、牙科、眼科、401K、带薪假期

美国东部技术支持工程师（运维售后、现场维护） “Everyone can make a change, we encourage innovation.” We want everyone to be part of the fast growth of our company. No matter which department or position you are from, don't worry that your advice will sink to the bottom of the ocean. As long as you have the courage to say your words of wisdom, a great idea will always be accepted, and even comes with unexpected rewards. We believe that the wildest innovation will always guide ways to most unexpected harvests. https://www.heygears.com/en Technical Support Engineer (base Florida、Texas or North Carolina) Responsibilities： 1. Work with overseas sales to conduct on-site or video field survey of customer workplace, and provide site improvement proposal； 2. Conduct equipment installation, testing and commissioning; 3. Provide full process training to client including scanner operation, software operation, and 3D printer operation; 4. Provide technical assistance and support for incoming questions and issues. Walk customers through troubleshooting process; 5. Follow up with customers, provide feedback and see problems through to resolution; 6. Ensure proper recording, documentation and closure of all incidents; 7. Develop service procedures, policies and standards for Technical Support, implement processes needed to delight our customers; 8. Manage day-to-day service activities; 9. Recruit, lead, mentor, motivate and develop Technical Support Specialists to ensure we provide world class service and support; 10. Track, monitor, report and analyze Technical Support and customer success metrics, highlighting trends and outlining next steps Requirements: 1. Bachelor degree in engineering or above; 2. Fluent in English； 3. Able to travel both domestic and overseas; 4. Not less than 1 years’ experience in technical support environment; 5. Proven ability to manage and lead team; 6. Skilled in using CAD, can understand the schematic diagram, understand PLC, have advanced electrician certificate is preferred; 7. Excellent customer-facing / interpersonal skills with strong business sense; 8. Excellent listening and presentation skills; 9. Advanced troubleshooting and multi-tasking skills; 10. Able to quickly and effectively learn Heygears technology; 11. Able to be flexible with dynamic, growing company