Technical Support Engineer
Johnson Controls · Shanghai
Key Responsibilities
1. Pre-Sales Technical Support
- Provide technical consultation and product selection support to customers, sales teams, distributors, and consultants.
- Analyze customer requirements and recommend appropriate product solutions.
- Support preparation of technical proposals, specifications, datasheets, and tender documents.
- Deliver technical presentations and product training to customers and internal teams.
- Assist the sales team in technical clarification meetings and customer visits.
2. Project Design Support
- Support project design activities from concept stage through project execution.
- Review project requirements, specifications, drawings, and technical documentation.
- Provide system design recommendations and application engineering support.
- Coordinate with customers and engineering teams to ensure product suitability and compliance with project requirements.
- Support troubleshooting and technical issue resolution during project implementation.
3. Product Localization
- Drive product localization initiatives to meet local market requirements, regulations, and customer expectations.
- Collect and analyze market feedback, customer needs, and competitive product information.
- Work with global teams to adapt products for local applications and industry standards.
- Support localization of product documentation, technical manuals, and training materials.
- Participate in new product introduction (NPI) and localization projects.
4. Global Product Management Coordination
- Act as the primary technical liaison with Global Product Managers.
- Communicate regional market requirements, customer feedback, and business opportunities.
- Support product roadmap discussions and market intelligence sharing.
- Assist in product portfolio optimization and lifecycle management activities.
- Coordinate product changes, feature enhancements, and product launches.
5. Global R&D Coordination
- Collaborate with Global R&D teams to address product performance, design, and application issues.
- Participate in technical reviews, product validation, and development projects.
- Support root cause analysis and corrective action activities for product-related issues.
- Facilitate communication of regional requirements and field feedback to development teams.
- Track development progress and ensure alignment with business needs.
6. Technical Documentation & Training
- Prepare and maintain technical documents, application guides, and engineering standards.
- Develop product training materials for internal teams, distributors, and customers.
- Conduct technical training sessions and knowledge-sharing workshops.
- Support continuous improvement of technical support processes and tools.
Qualifications
Education
- Bachelor's degree or above in Mechanical Engineering, Electrical Engineering, Industrial Engineering, Mechatronics, or related technical disciplines.
Experience
- 5+ years of experience in product engineering, application engineering, technical support, product management, or related fields.
- Experience working with multinational teams and global stakeholders is preferred.
- Experience in industrial products, water systems, pumps, valves, HVAC, automation, or related industries is an advantage.
Skills & Competencies
- Strong technical analysis and problem-solving skills.
- Good understanding of engineering principles and product applications.
- Experience with project design review and technical documentation.
- Excellent communication and stakeholder management skills.
- Ability to coordinate cross-functional and international teams.
- Strong customer-oriented mindset and commercial awareness.
- Proficient in Microsoft Office and technical reporting tools.
Language Requirements
- Fluent in Mandarin and English (written and spoken).
- Ability to communicate effectively with global teams and international customers.
Key Performance Indicators (KPIs)
- Response time and quality of pre-sales technical support.
- Technical proposal success rate and project win support.
- Product localization project completion and implementation effectiveness.
- Customer satisfaction and technical issue resolution rate.
- Effectiveness of collaboration with Global Product Management and R&D teams.
- On-time completion of technical documentation and training programs.
Contribution to new product introduction and market growth initiatives.
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