What are the responsibilities and job description for the Customer Service Engineer-China position at QED TECHNOLOGIES INTERNATIONAL LLC?
Job Title: Customer Service Engineer for Asia Pacific
Internal information:
- Department: Customer Service Engineering
- Reports To: QED Global Customer Service Manager (Stephanie White)
- Grade: 10 or 11
About QED Technologies
QED Technologies serves the precision optics industry. QED’s customers span the globe and include the world’s leading precision optics manufacturers. Based in Rochester, NY, QED is able to capitalize on the area's academic and industrial resources in the field of precision optics manufacturing and engineering to provide innovative products that set new standards in manufacturing precision optics.
Please visit our web site https://qedmrf.com for more information on QED Technologies.
The Asia Pacific Customer Service Engineer is part of our global customer field service team. Our world-class field service team provides outstanding service and support to our customers worldwide. We earn our reputation by going above and beyond for them every day. The service and support team is currently seeking an experienced Customer Service Engineer to become part of the QED family in China. This candidate will travel domestically and occasionally internationally servicing our customers in Asia Pacific, with some potential travel to the US and EU. The candidate will work from a home office when not traveling and report to the Global Customer Service Manager in New York, USA. A valid, current driver’s license and passport are required for this role. Ideally, the candidate will live close to an international airport so that travel is easy and quick for our customers. We invite you to review this posting and consider this opportunity as an excellent step in your career.
Summary
Plans and performs activities concerned with installing, training, operation and maintaining CNC equipment. Acts as an interface with QED customers to include providing remote support, on-site support, and provides training to our customers.
Main Duties and Responsibilities include the following. Other duties may be assigned.
- Installs new equipment at customer's facility to ensure full functionality according to defined specifications.
- Installs software and hardware upgrades at customer’s facility.
- Provides post-service/install trip reports to QED.
- Provides remote and on-site technical assistance to help troubleshoot, diagnose, and repair equipment, including international and after-hours support on occasion. Document problems in MS CRM (via cases).
- Conducts training on the safe operation of the equipment and demonstrates skills to customers.
- Root cause analysis to determine the source of problem, and recommends repair, replacement, or other corrective action.
- Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer. Effectively communicates with customers regarding machine performance and problem resolution.
- Perform process qualification routines including standard performance tests and preventative maintenance visits.
- Provides part # information for quotes to customers.
- Provides information on quality issues via MS CRM
Education and/or Experience
Three to five years of related experience and/or training in CNC machine maintenance and electronics OR a Bachelor’s degree (B.S.) in Electrical Engineering, Engineering Technology or a related field. (Or combination of both).
Computer Skills
To perform this job successfully, an individual should have knowledge of some of the following: Machine control software; CNC control software; MS Office (Excel, Outlook, PowerPoint, Word).
Other Skills and Abilities
Mastery of both oral and written of Mandarin and English is essential. Any other languages are a plus.
Excellent written & oral communication skills are required.
High level of professionalism.
Ability to work independently.
Experience in the Optics field a plus (not required).
Travel – Approximately 60% of travel, domestically and/or internationally, is currently required to perform the essential function of this position as travel restrictions allow. Training will require a two week visit to Rochester, NY, and customer onsite travel for training.
Preferred location: China. This position will be based in China and will generally support clients/customers in China or other ASian Pacific locations.
