Online Service Engineer

Bodor Laser; Schaumburg (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation package

Company-paid medical insurance

Dental and vision insurance

Job summary

Bodor Laser in Schaumburg, IL is seeking an Online Service Support Engineer with strong English proficiency and Mandarin skills. You will support U.S. and Canada customers remotely, diagnose issues, and guide parts and maintenance while collaborating with global teams.

The role involves training, extensive travel in the early phase, and transitioning to remote support from our Schaumburg office, enabling global customer service excellence.

Qualifications

• Minimum 2 years in a customer support or technical service role.
• Native English proficiency and bilingual fluency in Mandarin required.
• Strong troubleshooting and diagnostic abilities in remote support.
• Clear communication with a customer-first mindset.
• Proficient with remote platforms (Zoom, Teams) and CRM/ticketing systems.
• Excellent documentation and organizational skills.

Responsibilities

• Serve as the primary online contact for U.S. and Canada customers and distributors, handling after-sales inquiries via phone and remote channels.
• Diagnose and resolve product-related issues through remote troubleshooting in coordination with service and engineering teams.
• Provide technical guidance on spare parts identification and ordering; coordinate with logistics for fulfillment.
• Deliver remote technical training to customers and partners on machine operation and maintenance.
• Log and maintain service records in CRM or ticketing systems; ensure timely follow-up and closure.
• Summarize recurring issues and feedback; communicate trends to engineering and quality teams for resolution.
• Assist in developing online service materials such as FAQs and instructional content.
• Coordinate with R&D and production to relay feedback and improvements across U.S. and China time zones.
• Participate in cross-functional service improvement initiatives and suggest process enhancements to management.
• Perform other technical service duties as assigned by the Service Director.

Skills

Customer support

Remote troubleshooting

Bilingual English/Mandarin

CRM / Ticketing

Cross-cultural communication

Documentation

Remote/On-site coordination

Education

Bachelor's degree in Mechanical, Electrical or Automation Engineering

Tools

CRM systems

Zoom/Teams

Ticketing systems

Job description

Company Summary

Bodor Laser is a professional manufacturer and exporter dedicated to the design, R&D, and production of fiber laser machines for cutting various metal materials. With a worldwide network covering over 150 countries and 24/7 service in 20 languages, Bodor reaches customers globally, supported by our strategic regional offices in Chicago and Houston. The company is committed to the well-being of its staff and society, aiming to gain world recognition with intelligent manufacturing and to change human life with laser technology. With over 3,000 global employees, Bodor is continuing to expand its business worldwide and is currently looking to hire technical service talents to join our growing service engineer team.

Job Summary

The ideal candidate will have at least one year of experience in customer support / equiment support, native English proficiency, and bilingual fluency in Mandarin, a bachelor’s degree in a technical field, and must demonstrate strong troubleshooting ability, cross-cultural communication skills, CRM/tool proficiency, and the flexibility to collaborate across U.S. and China time zones.

The salary range for this position is broad because we are considering candidates with a wide range of experience levels, and the salary will be vary based on factors like location and industry-specific benchmarks.

As an Online Support Engineer, you will be assigned to a structured training and onboarding program. Employees with prior industry experience will complete a structured six month training program, while employees without prior industry experience will complete a structured one year training program. During this period, you will be assigned as a Field Service Engineer and will travel extensively (75% or more) throughout the United States to participate in on-site equipment installations, customer training, troubleshooting, maintenance, and other field service activities as part of your training. Upon successful completion of the training program, you will transition to the Online Support Engineer role based in our Schaumburg, Illinois office, where you will provide remote technical support to global customers and internal teams.

Online Service Support Engineer 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 for fulfillment.
• 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; elevate 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 directly with R&D and production departments to relay customer feedback, product issues, and improvement suggestions, maintaining regular communication across both U.S. and China time zones as needed to ensure machine resolution.
• Participate in cross-functional service improvement initiatives and recommend process enhancements to management.
• Perform other technical service duties as assigned by the Service Director.

Online Service Support Engineer 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) required.
• 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.

Company Location:

• 1230 Remington Rd, Schaumburg, IL 60173.

Benefits & Perks

• Competitive compensation package
• Company-paid medical insurance
• Dental and vision insurance at low cost
• Company-paid basic life, short- & long-term disability insurance
• 401(k) with employer match
• (20) days of paid time off, and (11) paid holidays 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 including sexual orientation and 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 screen, in accordance with company policies and federal and state guidelines.

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