微软Technical Support Engineer

1. Manage the certification of various international listed countries, including but not limited to the management and control of various project certification plans, and prepare technical materials and test prototypes on time; 2. Collect updates on international laws and regulations and mandatory standards of defoned country, and systematically pull together the interpretation, evaluation, and introduction of the closed loop of relevant departments; 3. Certification research: When key components are changed or reported, the impact scope of certification in various countries is evaluated and introduced; 4. Establish certification projects according to international regional demands, such as certification cycle extension, national new demand introduction process formulation, etc.; 5. Organize and lead the construction of international certification compliance system

1、负责赌场算法产品/方案现场交付的部署管理，含硬件架设安装的技术支持； 2、负责赌场算法产品/方案设备的维护与管理； 3、负责赌场算法产品/方案在日常使用过程中的L1.5的技术支持（包括硬件故障排查、基础软件故障分析、客户工单管理） 4、负责赌场算法产品/方案的客户反馈的沟通与相关的答疑或技术培训

Technical Support Engineer Position Summary Technical Support Engineer’s role is Provide technical support to field engineers, local technical support engineers, integrator site operations engineers and customers including diagnosis, troubleshooting, and repair support by communicating issues associated with complex laser-based systems. Support cross functional escalation and actively engage to resolve issues within local and different countries. Monitor field lasers regularly and suggest best actions to solve problems and update GDS when observing new failure mode May also be required, as part of new product technical support, training, and preparation by supporting customer installation launch teams, customer focused projects Job Description May also be required, as part of new product technical support, training and preparation by supporting customer installation launch teams, customer focused projects Uses established escalation and service management processes to provide timely responses to field situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment. Identifies issues emanating from integrator and service operations that require engineering change. Utilizes established change management & field change processes to follow-through with appropriate documentation and implementation for regional service & support organization(s). Monitor field lasers regularly and suggest the best actions to solve problems and update GDS when new failure. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel. Provides support to customers/users where the product is highly technical or sophisticated in nature. Provide support and adhere to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc. Provide local training to deliver differences of system with new system introduction and participate in system design for field service. Lead new product launch to field when new product and provide observation with technical analysis. Constitute a self-directed project and secure resources from HQ and local to drive and complete project when necessary. Be a member of projects which constituted by HQ/Local and play the necessary role for projects. Travelling cross-sites / abroad to support escalation when onsite support is required. Performs other duties as assigned. The employee is required to work in a cleanroom environment when need arises (trouble shooting, tool performance monitoring, beta test support, on job training, etc.) with full gowning (full body coveralls, hood, CR safety shoes, face mask, nitrile gloves, safety glasses and proper PPE(personal protective equipment). Working under ISO 9000/14000 standards)

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.• Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.