What are the responsibilities and job description for the TECHNICAL SUPPORT ENGINEER position at BYD North America?
SUMMARY
The Technical Support Engineer at RIDE is responsible for managing the coordination and execution of battery-related after-sales service projects. This role combines technical expertise, customer relationship management, and a strong focus on safety standards to ensure customer satisfaction. The engineer will handle customer feedback, coordinate service operations, and maintain strong relationships while ensuring continuous improvement of battery performance and service quality. Candidates must be in bilingual in English and Chinese to effectively communicate with diverse stakeholders.
JOB DESCRIPTION
- Manage and coordinate after-sales service projects, ensuring smooth operation across all service aspects.
- Work closely with internal teams and customers to meet service expectations and operational goals
- Maintain strong relationships with customers in accordance with RIDE’s after-sales service standards.
- Ensure timely resolution and follow-up for customer complaints and feedback related to product or service quality.
- Provide on-site and remote technical support and troubleshoot and resolve battery-related issues, including diagnosing root causes and implementing solutions.
- Ensure compliance with all battery safety standards and protocols, especially in handling lithium-ion battery systems.
- Educate customers and technicians on the safe use, maintenance, and handling of battery systems.
- Identify areas for improvement in products and services, implementing solutions to enhance reliability and performance.
- Develop and deliver training sessions for customers and technicians, focusing on RIDE’s battery technology and operational best practices.
- Create and maintain training and technical documentation, including engineering change notifications (ECNs) and use guides.
- Complete other tasks as assigned by management.
REQUIRED EDUCATION AND EXPERIENCE
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree (or higher) in electrical engineering, mechanical engineering or relevant fields.
- Strong attention to detail, problem-solving, and decision-making skills.
- Proficiency in both English and Chinese (spoken and written).
- Knowledge of battery safety standards, lithium-ion battery systems, and safety protocols.
- Ability to communicate effectively with customers and team members.
- Adaptability to changing environments and ability to follow management directives accurately.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually loud. Regularly required to work near moving mechanical parts. Occasionally may work in high precarious places.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
