Job Description
· 通过远程渠道（电话、聊天软件、电子邮件）向客户和合作伙伴提供传感器产品的售前和售后技术支持。
1、传感器产品目前包括：限位开关、电感式接近传感器、电容式接近传感器、光电传感器、压力传感器、超声波传感器、RFID、机器安全产品和附件。
2、售前技术支持：产品选型、产品替换、文档下载、产品特性描述等。
3、售后技术支持：产品安装、产品接线、产品设置、故障排除等。
Provide technical support of sensor products in pre-sales and post-sales to customers and partners by remote channel (phone, chat, Email).
1、Sensor products include: Limit Switch, Inductive sensor, Capacitive sensor, Photoelectric sensor, Pressure sensor, Ultrasonic sensor, RFID, Machine Safety products and accessories.
2、Pre-sales technical support: Product selection, Product replacement, Documents download, Product Characteristics etc.
3、Post-sales technical support: Product installation, Product wiring, Product setup/settings, Troubleshooting etc.
· 确保在必要时能够将问题升级到专家技术支持中心。能够收集升级到专家技术支持时所需的信息（客户详细信息、应用程序环境和历史记录等）。
Assure proper escalation to the expert technical support center when necessary. Be able to collect information needed in case of escalation to technical support center (customer details, application environment and historical etc.)
· 在少量必要的情况下，现场解决客户问题。
Solve customer problems on site when necessary.
· 针对具体情况， 如果客户需要了解出现问题的根因，辅助客户提交全球技术中心进行专家分析 ，并且协助翻译沟通与协调。
According to the specific situation, if the customer needs to know the root cause of the problem, assist the customer to submit it to the Global Technology Center for expert analysis, and assist in translation, communication and coordination.
· 对于现场退返产品，进行测试并给出结论。
Test the returned products and draw conclusions.
· 总结日常客户提出的常见问题，与其他职能成员进行分享，并且提出有具有前瞻性的， 建设性的，系统化的解决方案，以期未来能够为客户提供更完善和精准的信息。
Summarize common problems raised by daily customers, share them with other functional members, and propose forward-looking, constructive and systematic solutions, so as to provide customers with more complete and accurate information in the future.
· 基于如上总结，优化自助服务机器人的配置和使用。
Based on the above summary, optimize the configuration and use of self-service robots.
· 制作产品使用的视频、文档，为客户建立自助服务数据库。
Make videos and documents for product use and establish self-service databases for customers
· 对新产品、技术和应用进行积极主动的研究和学习。
Ongoing proactive research and learning about new products, technologies and applications.
· 职位汇报对象： 客户中心经理
This position reports to the Customer Care Center manager.
胜任条件与能力需求
Preferred Qualifications and Competencies
· 电气工程及自动化或其他相关工程专业。
Electrical Engineering and Automation, or other related engineering major.
· 本科及以上学历。
Bachelor degree or above.
· 熟悉工业产品，有传感器从业经验优先。
Be familiar with Industry products, experience in sensor industry is preferred.
· 至少3年工业控制行业工作经验，为工业控制产品的安装、配置、编程或调试提供现场支持或远程技术支持。
At least 3 years working experience in industrial control industry, onsite support or remote technical support to setup, configure, program or debug the industry control products.
· 出色的解决问题能力和时间管理能力。
Excellent problem-solving abilities and time management skills.
· 良好的学习和应用产品特点的技能。
Good study and application skills with the products’characteristics.
· 与客户和团队成员良好的沟通和人际交往能力。
Good communication and interpersonal skills with customers and team members.
· 英语听说读写流利。
Fluent in English speaking, reading and writing.
· 熟悉Microsoft Office软件，高效编辑Excel电子表格、PowerPoint幻灯片、Word文档。
Be familiar of Microsoft Office Software, edit Excel spreadsheet, Power Point slides, Word documents in high efficiency.
工作地点 Locations
上海 Shanghai