009JYW-Technical Support Engineer

1. 01

   Provide 1st level of technical support of SE Power products in pre-sales and post-sales to SE customers and partners by remote channel (phone, chat, Email).a) Power products include: Circuit Breakers & Switches, Contactors, Meter, Power Quality and Power Factor Correction… products.b) Pre sales technical support: Product selection, Product replacement, Documents download, Product Characteristics etc.c) Post-sales technical support: Product installation, Product wiring, Product setup/settings, Troubleshooting etc.

2. 02

   Assure proper escalation to the 2nd level support when necessary, Be able to collect information needed in case of escalation to L2 (customer details, application environment and historical etc.)

3. 03

   Summarize Frequently Asked Questions raised with daily customer’s calls.

4. 04

   Sharing technical information and customer’s feedbacks with other team members or Quality, After-Sales and Marketing departments regarding.

5. 05

   Create videos, papers to help our team to build up the self-service data base for customer.

6. 06

   Actively create/modify knowledge database, review FAQ’s, promote their usage towards the customers (same for video FAQs and download centers).

7. 07

   Create new customer details.

8. 08

   Ongoing proactive research and learning about new products, technologies and applications.

9. 09

   Provide relevant product and process training to other team members.

10. 10

    Participate in the Customer Care Center’s continuous improvement process. REQIREMENTS &

Required Education Background:

1. 01

   Electric Power or Automation Engineering, or other related engineering major.

2. 02

   Bachelor or above degree. Required Professional Experience:

3. 01

   Be familiar with Power products (Circuit Breakers & Switches, Contactors, Meter, Power Quality and Power Factor Correction … products etc.)

4. 02

   At least 2 years working experience in low-voltage power product development, debugging and technical support within power companies or Designing Institute. Required Profile Competency:

5. 01

   Excellent problem-solving abilities and time management skills.

6. 02

   Study and application skills with the products’ characteristics.

7. 03

   Good communication and interpersonal skills with customers and team members. Other Requirements:

8. 01

   Fluent in English reading and writing.

9. 02

   Be familiar of Microsoft Office Software, edit Excel spreadsheet, Power Point slides, Word documents in high efficiency.