Technical Support Specialist | Parsippany, NJ

Technical Support Specialist

Job Responsibilities

• Work closely with technicians/ mechanicals, Customer service team and logistic team and achieving annual NPS goals, KPI goals.
• Responsible for resolve all escalated after sales technical support cases for Fotile products.
• Build and maintain long term relationship with existing technician and establish connections with more qualified technicians.
• Create annual technician classification, training and incentive plan and make sure of execution throughout the year.
• Manage the quality of authorized installer, handle user complaints, and ensure compliance with installation standard and customer satisfaction.
• Collect and organize installation information, collect regular feedback and give suggestion for product/process improvement.
• Information collection of installed user end feedback to headquarter service manager on each month.
• Analyze the number of accessories for repairer in warehouse and send accessories needs application report in time.
• Responsible for managing refurbish vendor and make sure of all SOP followed and coordinating the resale of refurbished products. • Lead in new product installation process analyzing projects, finish tools and installation environment research and send corresponding output or professional advice for the whole installation process.
• Keep up with nationwide and local industrial compliance updates and improve/revise internal service process accordingly in timely manner.
• Other duties as required.

Job Requirements

• Associate Degree or above preferred.
• Proficient in both Chinese and English.
• 1- 2 years relevant technical support experience preferred.
• Team player with great passion for learning technical knowledge and desire to go above and beyond.
• Excellent communication and interpersonal skills.
• Ability to accomplish multiple tasks while sticking to deadlines, strong work ethic, attention to detail.
• Flexible and adaptable to work arrangements.


Parsippany NJ

Job Type

"Founded in 1996, FOTILE Group is a leading international manufacturer of High-end Kitchen Appliance. In China, FOTILE is the most successful high-end kitchen appliance manufacture, with 20,000+ employees, 28 German IF awards, 22 Red Dot Awards, Sales in over 30 countries, and over 40% market share of the Chinese high-end kitchen appliance market. Till 2021, FOTILE had gained 5,500 patents, among which over 1,000 are invention patents.

As our slogan said, ""FOTILE, A BREATH OF FRESH ENGINEERING."", FOTILE Group is a happy life solution provider with intelligence kitchen electricity as its core business, providing high-quality products and services for people. Fotile is the choice of appliance for over 17 million families around the world.

Here in the U.S., FOTILE AMERICA LLC. is a fast-paced, customer-centric group with supportive team members and great work atmosphere. Come Join Our Team! We sincerely invite people with capabilities, passion, and willingness to keep growing to join us.

FOTILE is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V"

 ➢ Competitive Base salary + Bonus
➢ Medical health benefits, dental and vision insurance; Life Insurance, 401k plan, PTO
➢ Allowance for auto and cell phone
➢ Job Type: Full Time