Earthstream are proud to be recruiting an LED Technical Support Engineer for a leading company in the development and production of LEDs and related technologiesWe are looking for a Technical Support Representative to support the Sales & Management Team and customer base in Duluth Georgia USA . The over-arching objective of this role is to provide 'Technical Support' for the clients products by interfacing with various technical, operational, and business teams in Japan and locally (expats) on behalf of the North America Sales and Management Team. By directly supporting the team, the Technical Support Representative plays a crucial part in ensuring the companies continued sales growth, and that the customers receive exceptional support and assistance with a wide range of LED & LD products. This employee must have:1. Technical background or be able to demonstrate their technical & common-sense ability towards technical challenges,2. Excellent communication skills, native Japanese speaker, fluent English speaker,3. Understand Japanese culture, and have experience working in a Japanese business environment,4. Strong passion for delivering outstanding customer support.Job Functions· Acquire a deep understanding of our clients product line to help provide accurate and competitive proposals to the company's America's customers.· Develop & grow relationships with key members in the company , both in Japan and Americas.· Provide prompt and effective customer support via phone, email, and chat, addressing inquiries related to LED lighting products. Internally, but sometimes externally.· Stay updated on industry trends and product advancements to effectively address customer requests.· Assist customers and sales team with product selection, troubleshooting, and installation guidance.· Resolving issues and escalating complex cases to the technical team at Company HQ, as necessary.· Create and update product support documentation, FAQs, and troubleshooting guides.· Provide feedback on common customer concerns to contribute to product improvement initiatives.Qualifications· High energy and passion towards achieving objectives and helping the group and company grow.· Strong interpersonal skills and the ability to cultivate and sustain key relationships to work efficiently and effectively with co-workers, supervisors, and customers.· Use logic and reasoning to identify the strengths and weaknesses of situations and adapt as needed to achieve success.· Technically minded, ability to discuss items in depth, internally and externally.· Capable of preserving confidential or sensitive information.· Strong oral, written, and technical communication skills with the ability to present information to others in a clear and simple manner.· Proficient with Microsoft Word, Excel, PowerPoint.Preferred but not required· Bachelors in engineering with 3 - 5yrs of relevant industry experience, preferably in the LED industry or a related industry.· Experience in technical support for North American customers.· Knowledge related to incorporating customer needs into product planning.· Knowledge related to the use and application of various technical software programs.· Experience related to handling defects of parts overseas and providing technical support to customers.
