Key Responsibilities Act as a technical liaison between customers, service teams, and engineering functions to identify, prioritize, and resolve product and system issues. Provide technical support for complex warranty and non-warranty repair cases, including diagnostics, troubleshooting, and repair planning. Investigate product failures, perform root cause analysis, and drive corrective and preventive actions to improve product reliability and customer satisfaction. Collaborate with engineering, quality, manufacturing, and service teams to implement both short-term and long-term product solutions. Prepare and maintain service information, repair procedures, diagnostic documentation, and technical communications to support efficient service operations. Lead or support issue resolution and product improvement projects, ensuring timely execution and effective cross-functional coordination. Monitor field performance trends, customer feedback, and failure data to proactively identify opportunities for product and service improvements. Support continuous improvement of service processes, tools, and systems to maximize customer uptime and operational efficiency. 主要工作职责 作为客户、服务团队与工程团队之间的技术桥梁，识别、定义、优先处理并解决产品及系统问题。 为复杂质保及非质保维修案例提供技术支持，包括故障诊断、问题排查及维修方案制定。 开展产品故障调查和根因分析，推动纠正与预防措施落地，持续提升产品可靠性和客户满意度。 与研发、质量、制造及服务团队密切合作，推动产品问题的短期和长期解决方案实施。 编制和维护维修流程、诊断指南、服务资料及技术文档，支持服务渠道高效开展维修工作。 主导或参与产品改进及问题解决项目，推动跨部门协作并确保项目顺利交付。 监控市场故障趋势、客户反馈和产品数据，主动识别产品和服务优化机会。 持续优化服务流程、工具和系统，提升客户设备正常运行时间和服务效率。 Requirements Bachelor’s degree or above in Engineering or related STEM disciplines. Majors in Mechanical Engineering, Vehicle Engineering, Energy & Power Engineering, Electrical Engineering, Automation, Electronic Information Engineering, Mechatronics, Computer Science, or related disciplines are preferred. Knowledge of product development, troubleshooting, failure analysis, diagnostics, service engineering, and system problem-solving methodologies. Strong analytical and problem-solving skills with the ability to perform root cause analysis and develop effective corrective actions. Ability to interpret technical information, product data, and engineering documentation to support customer and service needs. Strong communication and cross-functional collaboration skills, with the ability to work effectively across engineering, manufacturing, quality, and service functions. Demonstrated project coordination and organizational skills, with the ability to manage multiple priorities. Self-motivated, customer-focused, and committed to continuous learning and professional development. Internship, research project, competition, or extracurricular experience related to engineering, product support, field service, diagnostics, or quality improvement is preferred. Proficiency in Microsoft Office tools is preferred. 岗位素质要求 工程类或相关 STEM 专业本科及以上学历。 机械工程、车辆工程、能源与动力工程、电气工程、自动化、电子信息工程、机电一体化、计算机科学与技术等相关专业优先。 了解产品开发、故障诊断、失效分析、服务工程及系统问题解决相关知识和方法。 具备较强的数据分析、逻辑思维及问题解决能力，能够开展根因分析并推动问题闭环解决。 能够理解和运用技术资料、产品数据及工程文档，为客户和服务团队提供技术支持。 具备良好的沟通表达和跨团队协作能力，能够有效协调研发、制造、质量及服务团队资源。 具备项目协调和组织能力，能够同时管理多项任务并推动目标达成。 以客户为导向，积极主动，具有持续学习和自我提升意识。 具有产品支持、现场服务、故障诊断、质量改进或相关工程领域的实习、科研项目或竞赛经历者优先。 熟练使用 Microsoft Office 办公软件者优先。