The Role:

Customer Support Engineer is defined as the contact window between customers and products, act as the information center internally and externally.

To collect the markets info include but not limited to machines, technology, machine sales, parts sales, services, management, agency and various visitors.

Duties and Responsibilities:

• Proactively and agility to handle customer’s inquiries.
• Customer orientated, to improve the customer satisfaction and keep good relationship with customers.
• Answer customer’s phone calls, E-mails, Fax, WeChat daily base, this was mainly focus on but not limited to machine system, spinning technology, components, mechanical, electrical trouble shooting.
• Create CORN problem reports on particular and critical cases, proactively follow up.
• Warranty material order and follow up until material was received by customers or engineers.
• Returned parts handling, e.g., send back to internal suppliers, failure analyzing report follow up etc.
• Support field engineers during their service visiting and new project installation on technology/parts/Machinery problems.
• Closely contact with field service team, customer service and product support teams to find out the proper solutions timely.
• Coordinate with machine sales, after sales team for problem solving, customer satisfaction improving.
• Review and collect the Installation report, visiting report, update them in CORN system, pending cases to follow up until it was closed.
• Machine or parts retrofits follow up, to make sure all involved customers implementing the necessary retrofit in case there’s any.
• Service info sharing, to share the internal service info issued by products within our field service team timely.
• Customer info sharing, to ensure the correct info was delivered to involved customers in time.
• Other jobs assigned by service leaders.

Qualification:

The Ideal candidate is likely to have the following competences:

• At least 5 years technical service experience which including the machine hands on experience in textile industrial.
• Proven experience on spinning process, textile technology and textile machinery troubleshooting.
• Experienced in structured problem solving methodologies.
• Good customer complains handling and customer interaction skills.
• Highly customer oriented and service driven.
• Must have passion for customer service, complain handling.
• Must be patient and good logic thinking.
• Excellent communication skills / Problem solving skills
• Education: Master/Bachelor degree.
• Good team player, Good interpersonal and networking skills
• High energy, self-starter, flexible and friendly.
• Excellent written and spoken English
• Good knowledge of Microsoft Office

上班地址：河海西路390号

关于立达
立达是全球领先的短纤纺纱设备和部件供应商，总部位于瑞士温特图尔。立达致力于开发和制造加工天然纤维、化纤及其混纺的纺纱系统、设备和工艺部件。

立达中国
立达进入中国市场已经超过80年了，是行业公认的短纤纺纱部件、设备和系统的市场领导者。目前，立达中国约有1 000名员工。常州总部设有制造工厂和一个纺纱应用暨研究中心，上海分公司能为立达客户提供售后服务。

立达售后不仅能为我们的客户提供零备件，还能提供整个产品使用周期内的增值售后解决方案。

ABOUT RIETER
Rieter is a leading supplier on the world market for textile machinery and components used in short staple fibre spinning. Based in Winterthur (Switzerland), the company develops and manufactures systems, machinery and technology components used to convert natural and man-made fibres and their blends into yarns.

RIETER IN CHINA
Rieter has supplied machines to China for more than 80 years and is among the recognized market leaders in the sector of components, machines and systems for the short staple yarns.

Today Rieter has around 1 000 employees in China. Two manufacturing plants and one Technology Spin Centre have been built in the headquarter location Changzhou, and one branch office in Shanghai which provides After Sales Service to the Rieter customers.

Rieter After Sales provides our customer not only with spare parts, but also with valueadding after sales solutions throughout the whole cycle life of our products!