Product Support Engineer

招聘人数：1-3人 到岗时间：不限 年龄要求：不限 性别要求：不限 婚况要求：不限 JOB SUMMARY

Under the supervision of the Global Head of Product Support, is responsible for providing product support to FORCAM national an d international customers.

PRINCIPAL DUTIES & RESPONSIBILITIES

1. Product Support to Customers
· Provide product support for FORCAM FORCET82;, maintenance an d service to our national an d international customers.
· Respond to customer inquiries an d resolve first-level support problems as a member of the global Product Support Team.
· Assist in an d support further development of support procedures an d processes.
· Participate in the 24by7 On Call as required.
2. Support to Management an d Staff
· Serve as resource to customers, partners, management an d staff as relates to areas of expertise.
3. General Administrative
· Respond to Incidents, Tickets, emails, phone calls, texts, etc.
· Create knowledge documents, maintain documents, generate reports on request, etc.
4. This job description is not intended to be all inclusive an d the employee will also perform other reasonably related business duties as assigned by the immediate supervisor an d other management as required.

QUALIFICATIONS:
Education/Experience
R26; Knowledge an d skills at a level normally acquired through the completion of a Bachelor’s degree （or higher） in Industrial, Mechanical Ｏr Electrical Engineering; Production Engineering Ｏr comparable IT Ｏr Business Process Management related studies.
R26; 3 Ｏr more years of professional experience in IT industry, IT support an d / Ｏr the manufacturing environment, ideally in software implementation an d support of ERP Ｏr MES software products.
R26; Experience in MES Ｏr other shop floor systems, knowledge of ERP systems （preferred SAP R/3 / HANA）. IDOC handling, basis knowledge PP module.
R26; Entry level candidates meeting above degree an d software system requirements will be considered.
Licenses/Credentials/Certifications
R26; ITIL Foundation Certification is a plus
R26; DBA / SQL Certification
Skills/Specialized Knowledge/Abilities
R26; mother tongue Chinese
R26; Fluency in English is a must （CET6）, other foreign languages are a plus. Meetings an d tickets are handled in English.
R26; China citizenship is required due to our customer requirements
R26; Understanding of the manufacturing industry an d related manufacturing processes is a must.
R26; Experience with Machine Controls, CNC/PLCs an d Electrical Engineering/Maintenance are a plus.
R26; ITIL framework understanding an d knowledge, ITIL V3 Foundations Certification Ｏr higher is a plus.
R26; Experience in Databases （Oracle an d MS SQL） an d IT-Architectures is a must.
R26; High level of technical know-how an d effective problem-solving skills.
R26; Self-motivated with organizational talent an d advanced ability to work independently within a team environment to prioritize an d focus on the most critical an d important tasks an d challenges.
R26; Advanced communication skills, both verbally an d in writing, to work with a variety of customer entities at all levels, including machine operators, technical experts an d especially end-uses of our software.
R26; Ability to present a calm, organized, patient, diplomatic, an d confident demeanor in working with clients, partners an d co-workers.
R26; Ability to maintain the highest levels of confidentiality regarding business an d client information
R26; Intermediate knowledge of Microsoft Office Suite applications.

WORKING CONDITIONS:
Working Hours/Environment
R26; Office hours are 40 per week; may require additional hours periodically, including evening an d weekends depending on business needs
R26; Work typically performed in an indoor office setting
Tools an d Equipment used
R26; Personal computer, copier, fax/scanner, phone, an d other typical office equipment
R26; RDP, VM Ware, Hyper V an d various other like Team Viewer, as remote technology
Travel
R26; Normally not required, only for Training purposes


This job description does not constitute a written Ｏr implied contract of employment. This job description is not intended an d should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, Ｏr work conditions associated with the job. Furthermore, the employer reserves the right to revise Ｏr change job duties an d responsibilities as the need arises.