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Online Service Support Engineer (Fiber Laser Machines) – U.S. & Canada Regional Lead

United States
Visa Sponsorship
This Job is No Longer Active This position is no longer accepting applications
AI Summary

Bodor Laser USA seeks an Online Service Support Engineer to provide bilingual (Mandarin/English) technical support for fiber laser equipment in the U.S. and Canada. This role involves remote troubleshooting, customer training, CRM management, and cross-cultural collaboration between U.S. and China teams. Candidates undergo structured on-site training (75% travel) before transitioning to remote support in Schaumburg, IL.

Key Highlights
Bilingual (Mandarin/English) native proficiency required for U.S./Canada and China collaboration
Structured 6-month (experienced) or 1-year (entry-level) on-site training with 75% travel for field service
Remote technical support role post-training with CRM, troubleshooting, and customer training responsibilities

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Key Responsibilities
Serve as primary online technical support contact for U.S. and Canada customers, handling after-sales inquiries via phone and remote troubleshooting
Diagnose and resolve product-related issues in coordination with service and engineering teams, using remote support methods
Provide technical guidance on spare parts ordering, coordinate with logistics teams, and maintain detailed service records in CRM systems
Deliver remote technical training to customers on machine operation, maintenance, and safety protocols
Summarize recurring issues and escalate trends to engineering and quality teams for resolution
Collaborate with R&D and production departments to relay customer feedback and improvement suggestions across U.S. and China time zones

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Technical Skills Required
Remote Technical Troubleshooting CRM/Ticketing Systems Industrial Equipment Support

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Benefits & Perks
Competitive compensation package
Company-paid medical, dental, and vision insurance
401(k) with employer match
20 days paid time off + 11 paid holidays
FSA/HSA account
Birthday gifts and holiday bonus
Employee assistance program

Job Description

Company Summary:

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Job Overview
Posted Aug 20, 2026
Employment Full-time
Experience Associate
Location United States
Category Product Management
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