- Location
- Shanghai, CN
- Workplace
- Remote, Onsite
- Department
- IT
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Provides advanced technical support to Field Service Engineers, Application Support, customers, and internal teams by diagnosing, troubleshooting, documenting, and resolving complex electro-mechanical, analytical instrument, accessory, and software issues. The role supports service quality, customer satisfaction, certification readiness, escalation management, and continuous improvement across TA Instruments product lines.
Responsibilities
- Provides remote and on-site technical support, diagnosis, and troubleshooting guidance for Field Service Engineers, Application Support Engineers, and customers experiencing instrument, accessory, software, or workflow problems.
- Reviews Compass cases, service history, serial number information, contract or warranty status, log files, data files, pictures, videos, and customer communications to provide accurate and timely technical recommendations.
- Defines clear data-collection requirements for technical support requests, including Compass case ID, instrument serial number, notification logs, event logs, TRIOS or Advantage data files, system health status, and relevant pictures.
- Supports escalation management by identifying complex or high-impact technical issues, documenting troubleshooting progress, recommending action plans, and collaborating with service management, product specialists, engineering, manufacturing, quality, and R&D.
- Delivers technical training, recertification support, field coaching, and best-practice sharing to maintain engineer readiness and consistent service quality across supported product lines.
- Reports recurring design, reliability, maintenance, documentation, software, and usability issues to the appropriate engineering, software, product, quality, or manufacturing teams, and follows up until corrective actions are understood.
- Prepares reports, technical notes, service knowledge articles, troubleshooting summaries, case updates, and other documentation to improve first-time resolution, response time, and knowledge reuse.
- Maintains prompt, professional, and customer-focused communication with customers, field teams, service management, sales, applications, product specialists, and global technical support resources.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Demonstrated analytical, system-level troubleshooting, and structured problem-solving skills.
- Ability to organize and prioritize multiple open cases, escalations, training actions, and documentation deliverables while maintaining timely response.
- Strong knowledge of Compass case discipline, technical documentation practices, service reporting, and use of logs, data files, pictures, and case history to support decisions.
- Ability to make practical technical recommendations with limited direction and to escalate appropriately when customer impact, safety, quality, warranty exchange, or business risk requires higher-level support.
- Strong interpersonal skills to work effectively with customers, Field Service Engineers, Application Support, Sales, Product Management, Engineering, Manufacturing, Quality, and global service teams.
- Commitment to maintaining current product certifications and supporting recertification activities for applicable product lines.
- Fluent English Communication is the priority
