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Are you interested in working for a growing automation company with a global workforce?
Technical Support Engineer l Service
Department: Service & Application
Project Location(s): HQ Penang, Malaysia
Education: Related Degree/Master Degree
Compensation: Depending on experience
- Deliver prompt, courteous, and effective technical support to clients via various communication channels, including phone, email, and remote assistance
- Diagnose and resolve complex technical issues related to hardware, software, and system integration
- Maintain a comprehensive understanding of NSW product and application requirements, encompassing equipment features, functionalities, technical specifications, material knowledge, and hands-on expertise, ensuring the delivery of optimal and satisfactory application outcomes
- Actively provide technical support reports to relevant stakeholder and maintaining effective communication in the organization to ensure high effectiveness in technical support operations and contributes to overall improvement of products and services
- Collaborate seamlessly with product development engineering, quality assurance and sales teams to address application needs that contribute to create stronger market competitive advantages (CA) and product’s continuous improvement (CI)
- Conduct training sessions for clients to enhance their understanding of product features and promote self-service troubleshooting
- Proactively engage with clients to gather feedback, understand their evolving needs, and address concerns
- Demonstrate flexibility and commitment to resolving critical issues promptly
- Bachelor’s degree or diploma in Engineering, Information Technology, Computer Science, or a related field. Advanced degrees (Master’s or equivalent) are often advantageous
- Minimum 2 years proven track record in technical support or a related customer-facing role experience in troubleshooting, problem-solving, and providing technical assistance