Bodor Laser
Online Technical Support Engineer (Bilingual in Mandarin)
Bodor Laser, Chicago, Illinois, United States, 60290
Online Technical Support Engineer (Bilingual in Mandarin)
Bodor Laser
is a global leader in laser‑cutting machines, serving 150+ countries with 24/7, 20‑language support. With 3,000+ employees worldwide, we deliver cutting‑edge solutions across automotive, aerospace, electronics, and manufacturing.
Job Summary The ideal candidate will have native English proficiency, bilingual fluency in Mandarin, a bachelor’s degree in a technical field, and at least 2 years supporting industrial equipment. Strong troubleshooting, cross‑cultural communication, and CRM/tool proficiency are required. Flexibility to collaborate across U.S. and China time zones is essential. The role includes a structured 6‑month training and onboarding period, with occasional travel up to 30%.
Responsibilities
Serve as the primary online contact for U.S. and Canada region customers and distributors, handling after‑sales technical support inquiries via phone calls.
Diagnose and resolve product‑related issues through remote troubleshooting methods in coordination with service and engineering teams.
Provide technical guidance on spare parts identification and ordering processes; collaborate with logistics and inventory teams.
Deliver remote technical training to customers and partners on machine operation, daily maintenance, and safety protocols.
Log and maintain detailed service records in CRM or ticketing systems, ensuring follow‑up and closure of cases in a timely manner.
Summarize recurring issues and customer feedback; escape trends and product concerns to engineering and quality teams for resolution.
Assist in the development and maintenance of online service materials, such as technical FAQs and instructional content.
Coordinate with R&D and production departments to relay customer feedback and product improvement suggestions, maintaining regular communication across U.S. and China time zones.
Participate in cross‑functional service improvement initiatives and recommend process enhancements to management.
Perform other technical service duties as assigned by the Service Director.
Required Qualifications
Bachelor’s degree in Mechanical, Electrical, Automation Engineering, or a related technical field.
Minimum of 2 years’ experience in a customer support or technical service role, preferably in industrial equipment or capital machinery.
Native English proficiency and bilingual fluency in Mandarin (spoken and written).
Strong troubleshooting and diagnostic abilities, especially in remote support settings.
Clear written and verbal communication skills, with a customer‑first mindset.
Proficiency in remote support platforms (e.g., Zoom, Teams) and ticketing or CRM systems.
Excellent documentation and organizational habits, with attention to detail.
Ability to work in a fast‑paced, cross‑cultural, and high‑volume environment.
Locations
North American Headquarters, Schaumburg, IL 60173.
Houston Branch: 19416 Park Row, #120, Houston, TX 77084.
Benefits & Perks
Competitive compensation package.
Company‑paid medical, dental, and vision insurance.
Company‑paid basic life, short‑ & long‑term disability insurance.
401(k) with employer match.
Paid time off (20 days) and paid holidays (11 days) per year.
FSA / HSA account.
Birthday gifts.
Holiday bonus.
Employee assistance program.
BodorLaser is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We conduct background checks and drug screening in accordance with company policies and guidelines.
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is a global leader in laser‑cutting machines, serving 150+ countries with 24/7, 20‑language support. With 3,000+ employees worldwide, we deliver cutting‑edge solutions across automotive, aerospace, electronics, and manufacturing.
Job Summary The ideal candidate will have native English proficiency, bilingual fluency in Mandarin, a bachelor’s degree in a technical field, and at least 2 years supporting industrial equipment. Strong troubleshooting, cross‑cultural communication, and CRM/tool proficiency are required. Flexibility to collaborate across U.S. and China time zones is essential. The role includes a structured 6‑month training and onboarding period, with occasional travel up to 30%.
Responsibilities
Serve as the primary online contact for U.S. and Canada region customers and distributors, handling after‑sales technical support inquiries via phone calls.
Diagnose and resolve product‑related issues through remote troubleshooting methods in coordination with service and engineering teams.
Provide technical guidance on spare parts identification and ordering processes; collaborate with logistics and inventory teams.
Deliver remote technical training to customers and partners on machine operation, daily maintenance, and safety protocols.
Log and maintain detailed service records in CRM or ticketing systems, ensuring follow‑up and closure of cases in a timely manner.
Summarize recurring issues and customer feedback; escape trends and product concerns to engineering and quality teams for resolution.
Assist in the development and maintenance of online service materials, such as technical FAQs and instructional content.
Coordinate with R&D and production departments to relay customer feedback and product improvement suggestions, maintaining regular communication across U.S. and China time zones.
Participate in cross‑functional service improvement initiatives and recommend process enhancements to management.
Perform other technical service duties as assigned by the Service Director.
Required Qualifications
Bachelor’s degree in Mechanical, Electrical, Automation Engineering, or a related technical field.
Minimum of 2 years’ experience in a customer support or technical service role, preferably in industrial equipment or capital machinery.
Native English proficiency and bilingual fluency in Mandarin (spoken and written).
Strong troubleshooting and diagnostic abilities, especially in remote support settings.
Clear written and verbal communication skills, with a customer‑first mindset.
Proficiency in remote support platforms (e.g., Zoom, Teams) and ticketing or CRM systems.
Excellent documentation and organizational habits, with attention to detail.
Ability to work in a fast‑paced, cross‑cultural, and high‑volume environment.
Locations
North American Headquarters, Schaumburg, IL 60173.
Houston Branch: 19416 Park Row, #120, Houston, TX 77084.
Benefits & Perks
Competitive compensation package.
Company‑paid medical, dental, and vision insurance.
Company‑paid basic life, short‑ & long‑term disability insurance.
401(k) with employer match.
Paid time off (20 days) and paid holidays (11 days) per year.
FSA / HSA account.
Birthday gifts.
Holiday bonus.
Employee assistance program.
BodorLaser is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We conduct background checks and drug screening in accordance with company policies and guidelines.
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