Online Service Support Engineer (Bilingual in Mandarin)

Bodorlaser•Schaumburg, IL

11d

About The Position

The ideal candidate will have at least one year of experience in customer support / equiment support, native English proficiency, and bilingual fluency in Mandarin , a bachelor’s degree in a technical field , and must demonstrate strong troubleshooting ability , cross-cultural communication skills , CRM/tool proficiency , and the flexibility to collaborate across U.S. and China time zones . This role includes a structured 6-month training and onboarding period, during which you will receive in-depth product, technical, and workflow training to ensure your success in supporting global customers and internal teams. During this period, occasional travel of up to 30% may be required to attend on-site equipment installations, training sessions, and customer support activities as part of your training.

Requirements

Bachelor's degree in Mechanical, Electrical, Automation Engineering, or a related technical field.
Minimum of 2 years' experience in a customer support or technical service role, preferably in industrial equipment or capital machinery.
Native English proficiency and bilingual fluency in Mandarin (spoken and written) required.
Strong troubleshooting and diagnostic abilities, especially in remote support settings.
Clear written and verbal communication skills, with a customer-first mindset.
Proficiency in remote support platforms (e.g., Zoom, Teams) and ticketing or CRM systems.
Excellent documentation and organizational habits, with attention to detail.
Ability to work in a fast-paced, cross-cultural, and high-volume environment.

Responsibilities

Serve as the primary online contact for U.S. and Canada region customers and distributors, handling after-sales technical support inquiries via phone calls.
Diagnose and resolve product-related issues through remote troubleshooting methods in coordination with service and engineering teams.
Provide technical guidance on spare parts identification and ordering processes; collaborate with logistics and inventory teams for fulfillment.
Deliver remote technical training to customers and partners on machine operation, daily maintenance, and safety protocols.
Log and maintain detailed service records in CRM or ticketing systems, ensuring follow-up and closure of cases in a timely manner.
Summarize recurring issues and customer feedback; escalate trends and product concerns to engineering and quality teams for resolution.
Assist in the development and maintenance of online service materials, such as technical FAQs and instructional content.
Coordinate directly with R&D and production departments to relay customer feedback, product issues, and improvement suggestions, maintaining regular communication across both U.S. and China time zones as needed to ensure machine resolution.
Participate in cross-functional service improvement initiatives and recommend process enhancements to management.
Perform other technical service duties as assigned by the Service Director.