Technical Support Engineer / Service Engineer

Job summary:

The CQM/technical support Engineer will provide excellent service and act as a technical advisor to Automotive OEM customers. The aim is to support after-sales quality issues after SOP and quickly respond to the after-sales product quality issues by working with both external/internal teams. This position will provide on-site diagnostic support and resolve issues promptly by feedback the filed information to cross functional team. The ideal candidates should have abroad technical knowledge and maintain good cooperation with customers to ensure customer satisfaction by continuously improving the quality of the companys products and services.

Duties/ Responsibilities:

- Act as a technical advisor to provide prompt supports to Automotive customers and collect information in the field to expedite the analysis.

- On-site investigation for diagnose and identify the issue. Divert and coordinate with team until resolve and close case.

- Collect all Voice of Customers, from 0km to the field failure, drive failure analysis initiatives for continuous improvement

- Manage complaints including optimizing customer complaint responses, assisting to enhance customer satisfaction, and ensuring all complaints are handled effectively and timely.

- Assist the headquarters in handling emergency events, such as on-site audit of regional supplier and problem improvement confirmation.

- Utilize strong service accountability and inter-personal skills to build an effective customer relationship and to achieve high customer satisfaction

- Develop the service strategy and arrange resources to bring the best support to customers

- Manage quality system improvements including development and implementation of policies, procedures, and work instructions.

- Assist in preliminary analysis of local issues and provide problem information to internal teams

- Manage partner’s production line quality as below:

• Visit production line audit and inspection to ensure compliance with customer quality requirements.
• Prepare the introduction of new products, including SOP, testing tool and training.

Requirements:

a) Bachelor or master degree in electrical/electronic engineering.

b) Preferably with 2 years of working experience in a related field for this position.

c) Knowledge of quality control procedures.

d) Excellent analytical and problem-solving skills with the ability to conduct root cause analysis and develop effective corrective actions.

e) Strong communication skills with ability to communicate effectively with customers and internal team at all levels.

f) Pro-active personality to take initiative and able to work independently.

g) Able to travel both domestically and overseas

h) Possessing automotive product related experience.

i) Excellent English in speaking and writing is a must

j) Preferably with hardware analysis experience or background