Remote Online Service Engineer (Field Support & Training)

Bodor Laser USA; Schaumburg (IL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

Life and disability insurance

401(k) with employer match

Paid time off and holidays

Birthday gifts

Holiday bonus

Employee assistance program

Job summary

Bodor Laser USA is seeking an Online Support Engineer to provide remote technical assistance to U.S. and Canadian customers, with extensive travel for on-site installations and training.

After completion of a structured training program (six months to one year), you will transition to the Online Support Engineer role based in Schaumburg, IL, supporting global customers. The ideal candidate has 1+ year in customer support or equipment service, native English, Mandarin fluency, and strong

Qualifications

• Bachelor's degree in Mechanical, Electrical, Automation Engineering, or related technical field.
• Minimum 2 years in customer support or technical service, preferably with industrial equipment.
• Native English proficiency and bilingual fluency in Mandarin (spoken and written).
• Strong troubleshooting and diagnostic abilities in remote support settings.
• Clear written and verbal communication with a customer-first mindset.
• Proficiency with remote support platforms (Zoom/Teams) and CRM/ticketing systems.
• Excellent documentation and organizational skills; attention to detail.
• Ability to work in a fast-paced, cross-cultural, high-volume environment.

Responsibilities

• Serve as the primary online contact for U.S. and Canada customers and distributors for after-sales tech support by phone.
• Diagnose and resolve product issues via remote troubleshooting with service and engineering teams.
• Guide spare parts identification and ordering; collaborate with logistics for fulfillment.
• Deliver remote technical training to customers and partners on operation and maintenance.
• Log detailed service records in CRM/ticketing and ensure timely follow-up.
• Escalate trends and product concerns to engineering and quality teams.
• Develop and maintain online service materials such as FAQs.
• Coordinate with R&D and production to relay customer feedback across U.S. and China time zones.
• Participate in cross-functional service improvements and suggest process enhancements.
• Perform other technical service duties as assigned by the Service Director.

Skills

Native English

Mandarin (bilingual)

Troubleshooting

CRM proficiency

Cross-cultural communication

Remote support

Education

Bachelor's in Mechanical, Electrical, Automation Engineering

Tools

Zoom/Teams

CRM systems

Job description

Bodor Laser USA is seeking an Online Support Engineer to provide remote technical assistance to U.S. and Canadian customers, with extensive travel for on-site installations and training.

After completion of a structured training program (six months to one year), you will transition to the Online Support Engineer role based in Schaumburg, IL, supporting global customers. The ideal candidate has 1+ year in customer support or equipment service, native English, Mandarin fluency, and strong