Master Complex Problem Solving: Collaborate with cross-functional teams to diagnose complex network incidents, performing deep root-cause analysis to prevent recurrence
Maximize System Reliability: Define and maintain Service Level Objectives (SLOs) through advanced telemetry and streaming analytics to ensure "five-nines" availability
Influence Strategic Roadmaps: Translate technical roadmaps into business value for stakeholders and steer vendor product evaluations to align with long-term strategy
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Lead overseas brand promotion initiatives, including preparation of English technical product materials, and organization of online and offline product presentations and technical seminars.
Possess strong knowledge of pressure vessel design pressure ratings, material standards, as well as air cooler cooling efficiency and structural design; provide accurate product selection, pricing, and customized technical solutions based on customer requirements.
Coordinate with internal technical teams on solution design, technical clarification, and proposal reviews; lead commercial negotiations and prepare international trade contract terms in compliance with INCOTERMS, Letter of Credit (L/C) settlement, and other trade requirements to mitigate commercial and legal risks.Manage the full sales cycle from inquiry, quotation, contract signing, production scheduling, logistics, to final delivery, coordinating with production, logistics, and finance teams to ensure timely delivery and successful payment collection.
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Interface directly with manufacturing and corporate representatives to help create and execute preventative maintenance schedules.
Interface directly with manufacturing and corporate representatives to help resolve complex quality, process, or safety defects.
Troubleshoot and identify potential decisions or solutions for mechanical errors, safety issues or general operating inefficiencies with assembly production processes.
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