Appliance Technical Support Specialist (Bilingual English and Mandarin)

Job Description

Job Description

About FOTILE:

Come Join Our Team! FOTILE, a leading international manufacturer of High-end Kitchen Appliance. FOTILE is, China's most successful high-end kitchen appliance manufacture, with 16,000+ employees, 19 production lines, 4 assembly plants, 4 factories, 116 branch offices, 26 German IF awards, 22 Red Dot Awards, Sales in 30 countries, and over 43% market share of the Chinese high-end kitchen appliance market. FOTILE is the choice of appliance for over 17 million families around the world.

Job Responsibilities:

• Work closely with 3rd party technicians, customer service team, logistics team, and product team to achieve annual KPI goals, including but not limited to NPS Goals& InHome Service Satisfaction Rate.
• Work with the company's internal service team to offer comprehensive aftersales technical support and assistance to FOTILE valued customers.
• Cultivate and sustain robust relationships with external technicians and installers, becoming their primary point of contact for technical inquiries and support.
• Provide guidance and training to external technicians, empowering them with the skills and knowledge needed for precise product installation.
• Assist in troubleshooting technical issues, swiftly and efficiently resolving customer concerns.
• Ensure that installation standards consistently meet or exceed stringent quality and safety guidelines, while continuously identifying opportunities for enhancement.
• Collect Information on installed user end feedback to the headquarters service manager on a monthly basis.
• Collaborate closely with the Service Supervisor to formulate and execute strategies to enhance aftersales service and overall customer satisfaction.
• Analyze the number of accessories for a repairer in the warehouse and send accessories needs application report in time.
• Responsible for managing refurbished vendors making sure all SOPs were followed and coordinating the resale of refurbished products.
• Participate in the new product installation process analyzing projects, finishing tools, and installation environment research and sending corresponding output or professional advice for the whole installation process.
• Keep up with nationwide and local industrial compliance updates and improve/revise internal service processes accordingly in a timely manner.
• Collect and meticulously analyze data related to service performance, identifying trends and areas for improvement.
• Prepare regular reports detailing service activities, including status updates and key performance indicators.
• Other duties as required.
Qualifications:
• Proficient in both Mandarin and English required.
• Associate degree or above in an engineeringrelated field preferred.
• 1 3 years of relevant tech support and troubleshooting experience preferred.
• Knowledge of basic plumbing and electrical skills Preferred.
• Collaborative team player, a quick learner with a process improvement mindset.
• Handson problemsolving ability, excellent interpersonal and communication skills.
• Multiple tasks while sticking to deadlines, strong work ethic, and attention to detail.

FOTILE is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V