IntelliPro is hiring a
Technical Support in Worldwide

Summary

The job title is Technical Support (Mandarin) with location being Dallas, TX (Remote). It's a contract position lasting 6-8 months with an hourly pay range of $28- $33. The candidate is required to have proficiency in Mandarin and at least 3 years of experience in the consumer electronic industry, preferably in telecommunications. Responsibilities include supporting ASPs, monitoring their performance, identifying areas for improvement, creating reports, and maintaining KPIs. Requirements are a Bachelor’s degree or above, more than 3 years of experience, at least 30% onsite work, ability to work in warehouse and operations environment, experience in diagnosing and repairing mechanical, electromechanical, and/or electronic equipment, excellent analytical, interpersonal, and communication skills, and the ability to work in a fast-paced, self-directed environment.

Requirements

• Bachelor’s degree or above
• More than 3 years of experience
• At least 3 years in consumer electronic industry, telecommunication preferred
• At least 30% onsite at the ASP location
• Able to work in warehouse and operations environment
• Experienced in diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
• Excellent analytical, interpersonal, and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner
• Ability to work in a fast-paced, self-directed, entrepreneurial environment

Responsibilities

• Support the ASP located in USA, Mexico, and Canada: training, technical documents, quality and technical monitoring, updates and announcements
• Monitor the ASP to be able to meet the daily service maintenance and repair needs of the device of carrier & open market
• Support R&D team with part/device collection from repair centers; follow up on status and shipping process
• Ensure ASP conforms to carrier specs and guidelines
• Follow up on the field issues, work on resolutions, and collect logs
• Conduct periodic audits on ASP utilization of spare parts and OBA for device repair
• Identify areas of improvement in the repair process
• Investigate and work with the local team to resolve quality issues
• Create reports as needed regarding status, progress, analysis, and input, regularly output VOC (Voice Of Customer) reports
• Monitor and maintain KPI’s such as bounce rate, repair acceptance, TAT, and yield
• Participate in NPI activities including training and set up
• Establish and maintain an effective process between all parties which gives a prompt reaction and quick resolution on all technical inquiries
• Effectively communicate with counterparts in USA, China, and also external carrier contacts