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 overseas;

4. Not less than 5 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.

上班地址：开源大道11号企业加速器B2栋第五层