Technical Support Engineer

About the role

JCI is looking for a Technical Support Engineer who bridges pre-sales support, project design, product localization and coordination with global product and R&D teams. The role covers technical consultation for customers and sales teams, project design support, localization of products and documentation, and liaison with global product managers and R&D.

Key responsibilities

• Pre-sales technical support: consult customers, sales teams, distributors and consultants on product selection, prepare technical proposals, specifications, datasheets and tender documents, and give technical presentations and product training.
• Project design support: review requirements, specifications, drawings and documentation, give design recommendations, coordinate with customers and engineering teams, and help resolve technical issues during implementation.
• Product localization: collect and analyze market feedback, work with global teams to adapt products to local regulations and standards, localize documentation, manuals and training materials, and take part in new product introduction projects.
• Global product management coordination: act as the main technical liaison with Global Product Managers, share market requirements and feedback, support product roadmap discussions, and coordinate product changes, enhancements and launches.
• Global R&D coordination: collaborate on product performance and design issues, take part in technical reviews and validation, support root cause analysis, and track development progress.
• Technical documentation and training: prepare and maintain technical documents and application guides, develop training materials, run training sessions and workshops, and improve support processes and tools.

Required profile

• Bachelor's degree or above in Mechanical, Electrical, Industrial or Mechatronics Engineering or a related technical discipline.
• 5+ years of experience in product engineering, application engineering, technical support, product management or related fields.
• Experience with multinational teams and global stakeholders is preferred; experience in industrial products, water systems, pumps, valves, HVAC, automation or related industries is an advantage.
• Fluent written and spoken Mandarin and English, able to communicate with global teams and international customers.

Required skills

• Strong technical analysis and problem-solving skills, and good understanding of engineering principles and product applications.
• Experience with project design review and technical documentation.
• Excellent communication and stakeholder management skills, and ability to coordinate cross-functional and international teams.
• Proficiency in Microsoft Office and technical reporting tools.