Technical Service Engineer

EcoFlow; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

EcoFlow is seeking an experienced after-sales technical support leader to manage overseas Q&A, remote troubleshooting, and on-site visits when needed.

You will analyze launch and quality issues, produce internal/external manuals, and deliver training to key partners, agents, and ODM customers to ensure smooth project execution.

Formación

• Bachelor's degree or higher with 8+ years in pre-sales, after-sales, technical support, FAE, or training roles.
• Strong logical thinking, document creation, and ability to deliver training sessions.
• Excellent English and Spanish; willingness to travel short-term.

Responsabilidades

• Responsible for after-sales customer service technical Q&A in overseas regions, remote troubleshooting, traveling to solve problems on site when necessary.
• Collecting and analyzing early product launch problems, batch problems, major quality problems, and attribution analysis of materials, design, R&D, process with the first site.
• Writing after-sales standard FAQ documents (for internal and external customers), maintenance manuals, technical support manuals, product quality problem programs.
• Responsible for overseas channels, agents, ODM customers and other important customers new product launch training, thematic technical training, remote and on-site training guidance.
• Supporting overseas marketing and sales teams, providing relevant training to customers and pre-sales engineering staff to ensure smooth project implementation.
• Assisting overseas sales team to handle international after-sales emergencies, crisis events, complaints and quality incidents from a technical level.
• Responsible for training and upgrading of technical skills of newcomers from overseas and other members of the after-sales team.

Conocimientos

Logical thinking

Presentation skills

Communication skills

Data analysis

Training delivery

Multitasking

Ownership & accountability

English & Spanish proficiency

Educación

Bachelor's degree or higher

Engineering/Computer science background

Herramientas

Microsoft Office

Data analysis tools

Descripción del empleo

• Responsible for after-sales customer service technical Q&A in overseas regions, remote troubleshooting, traveling to solve problems on site when necessary.
• Collecting and analyzing early product launch problems, batch problems, major quality problems, and giving attribution analysis of materials, design, R&D, process, etc. in conjunction with the first site.
• Writing after-sales standard FAQ documents (for internal and external customers), maintenance manuals, technical support manuals, product quality problem program notification, etc.
• Responsible for overseas important channels, agents, ODM customers and other important customers new product launch training, thematic technical training, remote and on-site training guidance.
• Supporting overseas marketing and sales teams, providing relevant training to customers and pre-sales engineering staff to ensure smooth project implementation.
• Assisting overseas sales team to handle various international after-sales emergencies, crisis events, complaints and quality incidents from a technical level.
• Responsible for the training and upgrading of technical skills of newcomers from overseas and other members of the after-sales team.

Responsibilities

• Responsible for after-sales customer service technical Q&A in overseas regions, remote troubleshooting, traveling to solve problems on site when necessary.
• Collecting and analyzing early product launch problems, batch problems, major quality problems, and giving attribution analysis of materials, design, R&D, process, etc. in conjunction with the first site.
• Writing after-sales standard FAQ documents (for internal and external customers), maintenance manuals, technical support manuals, product quality problem program notification, etc.
• Responsible for overseas important channels, agents, ODM customers and other important customers new product launch training, thematic technical training, remote and on-site training guidance.
• Supporting overseas marketing and sales teams, providing relevant training to customers and pre-sales engineering staff to ensure smooth project implementation.
• Assisting overseas sales team to handle various international after-sales emergencies, crisis events, complaints and quality incidents from a technical level.
• Responsible for the training and upgrading of technical skills of newcomers from overseas and other members of the after-sales team.

Qualifications

• Minimum qualifications include a Bachelor's degree or higher and at least 8 years of experience in pre-sales, after-sales, technical support, field application engineering (FAE), or training roles. Preferred academic backgrounds are major in computer, communication, electronic engineering, automation, or other science and technology disciplines
• Clear logical thinking, robust presentation skills, the ability to independently generate documents, and conduct training sessions.
• Proficiency in office software, strong capabilities in data analysis and processing, as well as adeptness in document creation and presentation, are highly valued.
• Willingness to engage in short-term travel as needed to support relevant projects is essential.
• A positive and enthusiastic approach to work is desired, along with the capacity to make informed decisions, a strong sense of ownership, and being accountable for tasks.
• Applying creativity to problem-solving is an important skillset. Being organized, accurate, and capable of multitasking is crucial.
• Excellent written and verbal communication skills in English and Spanish is a must. Additional languages like German, French, Italian, Dutch are a considerable plus.
• Demonstrated eagerness to learn new skills and develop within the company is appreciated.