Tech-Support-Supervisor

6 days ago

GuangzhouFoshan Metropolitan Area, China MKS Inc. Full time CN¥300,000 - CN¥600,000 per year

A Day in Your Life at MKS:

As an Tech-Support-Supervisor at EQ-Global-Tech-Support, you will partner with Engineering, Production and R&D to support our internal and external customer. In this role, you will report to the Manager Global-Tech-Support.

You Will Make an Impact By:

  • Workflow Organization: Manage and organize workflows within the technical support area.
  • Independent Task Management: Handle area-specific tasks autonomously.
  • Continuous Learning: Engage in ongoing education in all areas of plant technology.
  • Technical Problem Solving: Diagnose and resolve complex technical problems using extensive knowledge of Polygon and other MSD equipment and technologies, in collaboration with various departments.

  • Customer Support:

  • Provide telephone support for equipment malfunctions (customer/region).

  • Perform remote diagnostics and troubleshooting, including remote maintenance.

  • Offer direct on-site support to customers when necessary.

  • Team Leadership: Guide local technicians and engineers through detailed troubleshooting procedures to ensure effective and sustainable problem resolution.

  • Documentation: Document and track reported issues, troubleshooting steps, and outcomes to build a knowledge database for future reference (PTDB).
  • Collaboration: Work with engineering, product development, regional service teams, and suppliers to share field feedback and insights, contributing to product improvement and innovation.

  • Knowledge Development:

  • Develop and maintain troubleshooting guides, FAQs, and training materials to enhance the knowledge and skills of regional teams.

  • Create or oversee the creation of training materials and videos (in collaboration with specialized departments).
  • Plan and conduct training sessions for customers and regional teams (both in-house and external).

  • Provide technical content for the documentation department.

  • Travel Requirements: Up to 50 % of Travel is required.

Skills You Bring:

  • Bachelor's Degree OR 4 years of related experience
  • 5+ years of related experience
  • Proven experience in technical support or related field
  • High knowledge in mechanic, electric and software of Polygon machine
  • Excellent verbal and written communication skills in English and Chinese
  • Strong problem-solving skills and the ability to diagnose and resolve complex technical issues
  • Ability to work independently and manage multiple tasks effectively

Preferred Skills:

  • Familiarity with other MSD equipment and technologies is a plus
  • Continuous learning mindset and willingness to stay updated with the latest technologies and industry trends

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