Job Summary:
The Technical Support Engineer is responsible for leading regional initiatives that drive continuous improvement in technical support, consumer issue resolution, and service quality across the AMBG region. This role oversees Voice of the Customer (VOC) strategy, technical issue management, knowledge base development, service training, and new product service introductions. The ideal candidate brings strong technical expertise, customer service experience in the e-bike or consumer electronics space, and the ability to manage programs that enhance repair accuracy, customer satisfaction, and overall service performance. Mandarin fluency is required for coordination with global teams.
General Job Duties and Responsibilities:
- Develop and execute VOC monitoring and engagement strategies across platforms to capture consumer feedback.
- Categorize and analyze consumer issues by type and priority.
- Drive internal improvements and issue resolution workflows to enhance brand reputation and customer satisfaction.
- Ensure closed-loop resolution of product quality and technical issues across all channels.
- Support dealer, offline, and online service teams in improving technical case resolution rates.
- Analyze repeated repairs and failed repair attempts in self-repair cases to develop and implement improvement strategies.
- Act as the regional knowledge owner for service content.
- Oversee creation, revision, and distribution of knowledge materials across all service teams.
- Ensure timely availability of technical documentation and troubleshooting guides for evolving issues.
- Develop tailored training programs for various service roles (dealer support, call center, repair service).
- Create training materials and assessments covering product knowledge and repair scenarios.
- Deliver training sessions according to a scheduled calendar to enhance service quality and technical skillsets.
- Collaborate with product and business units to lead new product service launch activities in the AMBG region.
- Define NPI standards, roles, processes, and inspection mechanisms.
- Oversee early warning programs (EWP) and issue tracking following new product launches.
- Additional duties when necessary.
Supervisory Responsibilities:
- This job has no supervisory responsibilities
Qualifications:
- Bachelor's degree in Technical Support, Business, or a related field preferred, or equivalent work experience in issue resolution, customer support, or service operations .
- Minimum 5-7 years of relevant issue resolution, customer support, or service operations experience, preferably in consumer electronics, scooter, or eMobility .
- Strong technical background with the ability to clearly communicate technical product details.
- Hands-on repair or troubleshooting experience preferred.
- Proven ability to create and maintain knowledge materials and documentation.
- Excellent customer service and de-escalation skills.
- Strong project management skills; PMP certification is a plus.
- Fluent in Mandarin (required) and English, with excellent verbal and written communication skills.
- Experience working with cross-functional global teams is a plus.
Physical Demands:
This position is office-based with occasional visits to service centers, training sites, or partner locations. It requires prolonged periods of sitting and computer use, as well as occasional standing or walking during training sessions or inspections. Light lifting of technical equipment or materials (up to 60 pounds) may be required. Domestic and international travel may be necessary for product launches, training delivery, or cross-regional coordination. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus.
