Imaris Technical Support Engineer

Guangzhou - China

Monthly Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Details

Business Location:

China

Role:

Imaris Technical Support Engineer

Reports to:

China Technical Support Manager

Direct Reports:

None

Primary Purpose:

Responsible for the installation training customer support and problem-solving of products such as confocal microscopy and software IMARIS.

Key Responsibilities

Providetimelyprofessionalandaccurateresolutiontocustomertechnicalissuesviaphoneemailandremotesessions.
Application Guidance & Training: Conduct online and on-site training (both one-on-one and in small groups) to educate customers on core software features advanced modules and best practices.
Pre-sales & Post sales support: Assist sales team with software demonstrations and technical evaluations for potential customers. Manage software installation activation and onboarding for new clients.
KnowledgeBaseDevelopment:CreateandmaintaintechnicalsupportdocumentsFAQstutorialvideosandotherknowledgebasematerialstoenhanceteamefficiencyandcustomerself-service.
VoiceoftheCustomer:Actasacriticallinkbetweencustomersandtheproductdevelopmentteambysystematicallycollectinganalyzingandfeedbackingcustomerrequirementspainpointsandsuggestionsforproductimprovement.
Customer relationship management: Build and maintain strong long-term relationships with customers to ensure high satisfaction and loyalty.
Assist in other regional marketing activities in their region including road shows trade exhibitions and mailshots.
Any other duties as may be reasonably requested from time to time by your Line Manager.

Indicative Performance Measures

Customer support tickets/cases completeness and efficiency.
Customer satisfaction.
Work performance improvement per year.
Service business performance

Person Specification Essential requirements unless stated

Education / Qualifications:

A Bachelor or Masters degree in Life Sciences Biomedical Engineering Physics Computer Science or related field.

Professional Skills/ Abilities:

DirectexperienceusingImarisorsimilaradvanced3Dimageanalysissoftware during previous work or while in school (for fresh graduates)
Good English reading and writing no problem on spoken English for communication on general work.

Personal Qualities:

Willing on studying and solving problem.
Ability of working under pressure and arranging multi-mission.
Consciousness of improve own work including modifying workflows and develop simple tools.

#LI-TJ1

Role DetailsBusiness Location: ChinaRole:Imaris Technical Support EngineerReports to:China Technical Support ManagerDirect Reports:NonePrimary Purpose:Responsible for the installation training customer support and problem-solving of products such as confocal microscopy and software IMARIS.Key Respon...

Role Details

Business Location:

China

Role:

Imaris Technical Support Engineer

Reports to:

China Technical Support Manager

Direct Reports:

None

Primary Purpose:

Responsible for the installation training customer support and problem-solving of products such as confocal microscopy and software IMARIS.

Key Responsibilities

Providetimelyprofessionalandaccurateresolutiontocustomertechnicalissuesviaphoneemailandremotesessions.
Application Guidance & Training: Conduct online and on-site training (both one-on-one and in small groups) to educate customers on core software features advanced modules and best practices.
Pre-sales & Post sales support: Assist sales team with software demonstrations and technical evaluations for potential customers. Manage software installation activation and onboarding for new clients.
KnowledgeBaseDevelopment:CreateandmaintaintechnicalsupportdocumentsFAQstutorialvideosandotherknowledgebasematerialstoenhanceteamefficiencyandcustomerself-service.
VoiceoftheCustomer:Actasacriticallinkbetweencustomersandtheproductdevelopmentteambysystematicallycollectinganalyzingandfeedbackingcustomerrequirementspainpointsandsuggestionsforproductimprovement.
Customer relationship management: Build and maintain strong long-term relationships with customers to ensure high satisfaction and loyalty.
Assist in other regional marketing activities in their region including road shows trade exhibitions and mailshots.
Any other duties as may be reasonably requested from time to time by your Line Manager.

Indicative Performance Measures

Customer support tickets/cases completeness and efficiency.
Customer satisfaction.
Work performance improvement per year.
Service business performance

Person Specification Essential requirements unless stated

Education / Qualifications:

A Bachelor or Masters degree in Life Sciences Biomedical Engineering Physics Computer Science or related field.

Professional Skills/ Abilities:

DirectexperienceusingImarisorsimilaradvanced3Dimageanalysissoftware during previous work or while in school (for fresh graduates)
Good English reading and writing no problem on spoken English for communication on general work.

Personal Qualities:

Willing on studying and solving problem.
Ability of working under pressure and arranging multi-mission.
Consciousness of improve own work including modifying workflows and develop simple tools.

#LI-TJ1