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technical support representative in Jiangsu

posted:
location
Jiangsu, Jiangsu
job type
Contract
salary
CNY 10,000 per year
reference number
21140
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job description

Job Summary:
The Technical Support Representative’s duties and responsibilities include, but are not
limited to:
-(80%) Resolving customer technical questions directly through telephone, email, chat or other methods of communication, or via the Sales and Service Representative. The TSR will identify customer needs and resolve routine customer technical questions by identifying the appropriate Pasternack part, recommending additional or alternative parts, providing available specifications, and/or escalating as necessary to achieve optimal resolution.
-(20%) Provide technical training, technical sales tools, and ad hoc support to Sales and Service Representatives and production employees as required
-We will need to put this person in line for couple of weeks as assembly, process control and technical training, as well as assistant, before he or she can take the above role as TSR. 

The TSR will work as an active member of the Sales and Service team with other TSRs and Sales Representatives and in conjunction with Product Managers, Marketing, and the Management Team in support of business growth. TSRs are expected to facilitate SSRs
in handling customer calls, directly handling technical customer calls with a positive problem-solving attitude, and documenting purpose and resolution where applicable. If first call resolution cannot be met, then an expected completion date shall be provided to the customer on the same day. The TSR is expected to utilize online and in-house or supplier provided resources to resolve customer technical questions.


Essential Job Duties and Responsibilities:
?Answer Sales and Service and direct customer calls, emails, and chat in a professional manner to determine the best Pasternack product or solution
?Perform effective discovery to uncover potential additional opportunities for sales and support per the Pasternack Sales Methodology
?Support other functions within the company in a respectful and professional manner, such as Production, Sales and Service, Marketing, Product Management and Quality
with technical information

III.Skills and/or Experience Needed:
?Excellent technical communication skills - able to converse in technical terms with
Engineering customers
?Excellent written and spoken English communication and social skills with both internal and external customers
 
?Ability to research information on the web and through the use of manufacturer catalogs and other technical media
?Excellent general computer skills, and strong ability to use Microsoft Outlook and
Microsoft Office tools
?Ability to read and interpret two-dimensional drawings
?Professional demeanor is required at all times
?Must be able to read, write, analyze, and interpret Pasternack and supplier drawings and specifications, and/or regulations and standards
?Must be able to define problems, collect data, establish facts, and draw valid conclusions
?Understand the coaxial cable assembly process and have the basic  terminating skills including soldering & crimping operation, familiar with IPC620 standard and ISO9001 system.

IV.Educational Requirements:
?AS in Electronics Technology or equivalent experience is required, BS strongly preferred
?Two years of experience minimum in a technical support or customer service role is required
?Passing grade in an industry RF certification program as specified by the management team. Certification can be completed during the first 6 months of employment.
?Major in RF/Microwave related is strongly preferred

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