What are the responsibilities and job description for the Technical Support Engineer position at BENQ AMERICA CORP?
Join the BenQ Team!
Are you ready to be a part of a globally trusted brand where cutting-edge technology meets exceptional talent? BenQ is an award-winning display solutions provider for lifestyle and business, including gaming monitors, projectors, and interactive displays like BenQ Board for education. Our core values focus on "Bringing Enjoyment 'N' Quality to Life."
This key outreach role will serve as Technical Support Engineer for post-sales support of BenQ's B&ES (Business & Education Solutions) and ECS (Education & Corporation Solutions) Product Lines. This position aims to increase customer retention, loyalty, and satisfaction by providing adequate and efficient support. This role is ideal for candidates who enjoy customer interface and providing expert knowledge and solutions. The ideal candidate is success-driven, fast-paced, work well in a diverse team, and enjoys a dynamic and changing environment.
Duties & Responsibilities:
- Tech Support in Call Center on DLP Pro-AV & Education Projectors, Professional Monitors, and PDP (Public Display Panels) / IFP (Interactive Flat Panels) / Digital Signage
- Level 1 and Level 2 support for customers
- Level 3 support and solution coordination with BenQ headquarters
- Troubleshoot / Test products to verify the operation and accuracy of specs, firmware, and software
- Generate Return Merchandise Authorizations as appropriate to in-house or 3rd party provider
- Coordinate with 3rd party on-site providers for on-site service
- Deploy new products in the office to gain hands-on experience and offer training on product operation and feature details for other teams
- Communicate product issues/solutions to product departments in Texas, California, or Taiwan as appropriate
- Develop Tech FAQs, Case Solutions, and blog posts pro-actively based on product experience and answer recurring questions, reducing inbound caseload
- Key role: primarily responsible for driving and maintaining Net Promoter Score (NPS) and other Performance Metrix
- Provide weekly/monthly reporting on top issues & solutions
- Business travel required for on-site service or meetings
Required Experience, Knowledge, Skills, and Abilities:
- Technical background and ability to learn new technologies quickly
- Able to communicate & present technical topics/details with clarity to customers, peers, and management
- Skills in all or most of the following areas: projection, computing, audio/video systems, networking, PC, MAC, Chromebook, software, firmware, system interconnect, electrical wiring, MS Office, and Mobile devices
- Organized and able to process multiple demands on time in an orderly fashion
- Process-oriented
- Able to develop plans and processes relevant to role and team operations and then execute
- Able to calmly guide upset customers to win-win resolutions when faced with technical problems
- Excellent telephone communication skills
Education:
- A technical or engineering degree is preferred. Multi-year experience counts
- Previous experience in Tech Sales, A/V tech, Computer Tech, etc., would be useful
Compensation:
Based on experience
Position Type:
- Temp to Hire
- Full Time (8:30 AM- 5:30 PM, Monday- Friday)
- Office Based
