高级客户支持工程师工作内容

Purpose and main missions of job :
The Lianda Senior Customer Support Engineer is responsible for the quality and the efficiency of support provided to the sales team and customers of Lianda.  He or she has to lead a team to achieve the targeted goal and to get the quality of customer service improved.
The missions can be split into six main points : 
1．PRE SALES : / After Sales Services :
1.1  Contact Lianda domestic / international Customers for their query about Liandas products.
1.2  List the customer requirements of Lianda products clearly for Plant Reference.
1.3  Coordinate internal departments for efficient solution for Lianda customers.
1.4  Provide the report timely and classify the reports into different sorts for management reference.
1.5  Propose, improve and ensure smooth implementation of Lianda after sales service process in respecting Lianda commitments to customers
2．CUSTOMER SUPPORT  :
Be responsible of the quality and efficiency of customer support to Lianda customers.
2.1  Ensure a high level of quality communications with customers
2.2  Closely follow up the efficiency of customer support and customer’s satisfaction.
2.3  Be responsible  for the quality and efficiency of online customer support to direct Lianda customers and to provide on site support if necessary. 
2.4  Collect recommendation from customer feedback on product development and to revert to management
3. TRAININGS  :
3.1  Plan product training sessions for sales team
3.2  Organizing customer product trainings sessions according to Lianda process.
3.2  Be sure these trainings are delivered on a professional and efficient way (such as conference call and others)
4. REPORTING & FOLLOW UP : 
4.1  Report monthly updated and reliable statistics to department management to check
progress and efficiency of the support
5.  SALES TEAM SUPPORT :
5.1  Provide technical support to sales team during customer visits when necessary
5.2  Monitor progress of support provided by customer Technical support to Sales Team.
6.  COACHING :
5.1  Develop management skills by providing coaching to Customer Support Engineer in both technical skills and soft skills to ensure a smooth operation process and guide the Customer Technical Support Engineer in supporting the Sales Team.
5.3  Lead a team to reach the goal set for customer technical support and evaluate the performance of team members.
The incumbent may be required to perform other duties or ad hoc projects from time to time.
Anticipated changes that will impact job in the future
List likely effects of internal or external changes on the job (and so on job holder requirements)
- Extensive visits to customers especially for on-site support to customers in China are foreseeable.
Other working interfaces (internal & external) :
-         Lianda quality department
-         Lianda R& D department
-         Lianda Sales Department
-         Lianda Customers
Required qualifications and/or experience :Other characteristics or qualities required :
List required diplomas, working experience and other competencies
Technical education and background, by preference in Machinery or electronic business;
Minimum 2 years experience of the customer support in multinational company;
Experience with foreign trade Logistic
Fluent Oral and written English
For example creative, organizational, team player, methodical,…
Pro active attitude , reactivity
Ability to work under pressure
Open minded attitude and flexible
Customer Oriented Attitude
Open-minded
Good Leadership and organisation skills
Good interpersonal skills
Pleasant personality
工作地点:浙江南浔科技园区2号路