Technical Support leader, CT
$15,000–$25,000 year
On-siteShanghai, Shanghai, China
Job Summary
Lead technical support for the complaint handling unit and contribute to the complaint review board to ensure quality feedback. Review and update knowledge articles, author new content, and archive outdated material. Provide expertise for escalations, perform root cause analysis, and initiate corrective actions to prevent recurrence. Collaborate with market and performance managers to deliver knowledge-sharing sessions for Field Service Engineers. Consult on suspected security events and develop action plans. Support New Product Introductions, including Field Factory Installations, First of a Kind initiatives, and Field Monitoring Activities. Address customer product inquiries via telephone, email, or chat while troubleshooting electro/mechanical equipment or software malfunctions.
Required Qualifications
- Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent
- Minimum 2 years of experience with Bachelor's in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry or equivalent
- no prior experience with Master's Degree
Desired Qualifications
- Root Cause Analysis (RCA)
- Troubleshooting
- Escalation Management
- Documentation & Reporting
- Continuous Improvement
- Product Repair & Maintenance
- IT Networking
- Regulatory Requirements
- Engineering Fundamentals
- Remote Support Tools & Techniques
- Technical Acumen
- Electronics Fundamentals
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