Technical Support Engineer

Date: 28 Aug 2026

Location:

Shanghai, CN

Job Function: Commercial

Business Unit: China Regional Office

Role Details

Business, Location:	Service Delivery, China
Role:	Technical Support Engineer
Reports to:	Technical Support Manager
Direct Reports:	None
Primary Purpose:	To remote support customers in time and support internal service business departments and on-site engineers on technical matters.

Key Responsibilities

Technical support to resolve customers' issues remotely by phone, Wechat, Remote control software.
Technical support on-site engineers for installation and service.
Raise design, quality issues to local service leader of each BU and UK L2.
Help service commercial team to identify technical matters.
Follow up previous unresolved issues.
Make technical problems record correctly & timely.
Make suggestions to company to improve systems quality.

Indicative Performance Measures

Customer satisfaction
Positively contributes to the team to support on-site engineers and internal CS Business department.
Suggestions to UK for quality and design improvement.

Person Specification – Essential requirements unless stated

Education / Qualifications:

Professional Skills/ Abilities:

Uses interpersonal skills to communicate effectively in both one-to-one and group situations.
Ability to fault find and implement corrective action
Technical working experience in the same industry.

Personal Qualities:

Good PC skills.
Knowledge of OI or similar products.
Methodical, systematic and conscientious.
Punctual and self-disciplined.
Willingness to take on responsibility.
Team Work: Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
Quality: Takes responsibility for his/her own work, and seeks ways to continually improve the level of customer satisfaction, internally and externally.
Team Player.
Good manner with customers.