RMA Technical Support Engineer

The ideal candidate will play a crucial role in configuring and troubleshooting our products to resolve technical issues faced by customers. Acting as a liaison between customers and internal teams, you will provide exceptional support and ensure smooth communication. Your expertise in working within complex networking environments will be essential to effectively address challenges and enhance customer satisfaction.

Key Responsibilities

- Maintain and repair faulty machines, including customer-returned products, ensuring timely resolution of issues.
- Continuously learn and document maintenance experiences to develop comprehensive product maintenance manuals and case studies, improving overall maintenance skills and efficiency.
- Analyze maintenance data to identify trends and contribute to product quality improvements.
- Coordinate resources to manage and resolve after-sales service complaints, while optimizing internal processes for better service delivery.
- Provide training and guidance on equipment repair and maintenance to internal teams and customers.
- Develop and manage overall project delivery plans, monitor progress, and implement corrective actions as needed.
- Lead on-site project delivery by offering technical support and implementation services, facilitating successful project acceptance.
- Track and coordinate resolution of on-site product and technical issues, collaborating closely with the technical team to quickly solve customer problems and enhance satisfaction.
- Deliver customer training and support tailored to product technical parameters, performance, and operation based on customer needs.
- Manage customer on-site business operations and conduct after-sales training sessions.
- Maintain thorough project documentation, compile reports, and regularly share project summaries and lessons learned.
- Identify and control project risks by coordinating internal and external resources to promote efficient collaboration and project success.

Required Qualifications

- Bachelor’s degree or higher in Mechanical and Electrical Engineering, Computer Science, Electronics, or related fields.
- Strong knowledge of electronics and electrical principles, including the use of common diagnostic instruments.
- Ability to understand and analyze basic circuit schematics and working principles.
- Proficiency in various office software applications for documentation and communication purposes.
- Excellent analytical and problem-solving skills, with strong hands-on ability and adaptability.
- Demonstrated initiative and project management awareness to drive project delivery and acceptance.
- Strong service orientation, resilience under pressure, and effective organizational, coordination, and communication skills.
- Good learning ability and a collaborative team spirit.
- Proficient in English language skills.

Preferred Qualifications and Benefits

- Experience in maintenance or craftsmanship is highly desirable.
- Passion for delivery work and a commitment to providing excellent customer service.

This role offers an opportunity to work in a dynamic environment where technical expertise and customer interaction are key. The successful candidate will contribute significantly to product quality improvements and customer satisfaction through hands-on maintenance, project management, and training activities.