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Imaris Technical Support Engineer

Date:  27 Nov 2025
Location: 

Guangzhou, CN

Job Function:  Commercial
Business Unit:  Andor Technology

Role Details

 

Business, Location:

 

China

Role:

 

Imaris Technical Support Engineer

Reports to:

 

China Technical Support Manager

Direct Reports:

 

None

 

Primary Purpose:

 

Responsible for the installation, training, customer support, and problem-solving of products such as confocal microscopy, and software IMARIS.

 

Key Responsibilities

  • Provide timely, professional, and accurate resolution to customer technical issues via phone, email, and remote sessions.
  • Application Guidance & Training: Conduct online and on-site training (both one-on-one and in small groups) to educate customers on core software features, advanced modules and best practices.
  • Pre-sales & Post sales support: Assist sales team with software demonstrations and technical evaluations for potential customers. Manage software installation, activation and onboarding for new clients.
  • Knowledge Base Development: Create and maintain technical support documents, FAQs, tutorial videos, and other knowledge base materials to enhance team efficiency and customer self-service.
  • Voice of the Customer: Act as a critical link between customers and the product development team by systematically collecting, analyzing, and feedbacking customer requirements, pain points, and suggestions for product improvement.
  • Customer relationship management: Build and maintain strong, long-term relationships with customers to ensure high satisfaction and loyalty.
  • Assist in other regional marketing activities in their region including road shows, trade exhibitions and mailshots.
  • Any other duties as may be reasonably requested from time to time by your Line Manager.

Indicative Performance Measures

  • Customer support tickets/cases completeness and efficiency.
  • Customer satisfaction.
  • Work performance improvement per year.
  • Service business performance

 

Person Specification – Essential requirements unless stated

 

Education / Qualifications:

 
  • A Bachelor or Master’s degree in Life Sciences, Biomedical Engineering, Physics, Computer Science or related field.

Professional Skills/ Abilities:

 
  • Direct experience using Imaris or similar advanced 3D image analysis software during previous work or while in school (for fresh graduates)
  • Good English reading and writing, no problem on spoken English for communication on general work.

 

Personal Qualities:

 
  • Willing on studying and solving problem.
  • Ability of working under pressure and arranging multi-mission.
  • Consciousness of improve own work, including modifying workflows and develop simple tools.

 

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