Segway · 11 hours ago
Tech Support Engineer (TX)
Plano, TX
Full-time
Hybrid
Senior Level
5+ years expSegway is a company focused on enhancing service quality in the consumer electronics sector. The Technical Support Engineer will lead initiatives to improve technical support and consumer issue resolution while overseeing the development of knowledge materials and training programs for service teams.
Consumer ElectronicsElectric VehicleManufacturingRobotics
Hiring Manager
Sarah Johnston
Responsibilities
Develop and execute VOC monitoring and engagement strategies across platforms to capture consumer feedback
Categorize and analyze consumer issues by type and priority
Drive internal improvements and issue resolution workflows to enhance brand reputation and customer satisfaction
Ensure closed-loop resolution of product quality and technical issues across all channels
Support dealer, offline, and online service teams in improving technical case resolution rates
Analyze repeated repairs and failed repair attempts in self-repair cases to develop and implement improvement strategies
Act as the regional knowledge owner for service content
Oversee creation, revision, and distribution of knowledge materials across all service teams
Ensure timely availability of technical documentation and troubleshooting guides for evolving issues
Develop tailored training programs for various service roles (dealer support, call center, repair service)
Create training materials and assessments covering product knowledge and repair scenarios
Deliver training sessions according to a scheduled calendar to enhance service quality and technical skillsets
Collaborate with product and business units to lead new product service launch activities in the AMBG region
Define NPI standards, roles, processes, and inspection mechanisms
Oversee early warning programs (EWP) and issue tracking following new product launches
Additional duties when necessary
Qualification
Required
Minimum 5-7 years of relevant issue resolution, customer support, or service operations experience, preferably in consumer electronics, scooter, or eMobility
Strong technical background with the ability to clearly communicate technical product details
Proven ability to create and maintain knowledge materials and documentation
Excellent customer service and de-escalation skills
Fluent in Mandarin (required) and English, with excellent verbal and written communication skills
Preferred
Bachelor's degree in Technical Support, Business, or a related field preferred, or equivalent work experience in issue resolution, customer support, or service operations
Hands-on repair or troubleshooting experience preferred
Strong project management skills; PMP certification is a plus
Experience working with cross-functional global teams is a plus
Company
Segway
We bring a new world of urban transportation with innovative and sustainable products that can entertain every lifestyle and can be enjoyed by everyone.
51-200 employees
H1B Sponsorship
Segway has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (4)
2023 (2)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
$167.96M2021-05-28Product Crowdfunding· $0.18M
2019-06-12Product Crowdfunding· $1.74M
2017-01-01Series Unknown
Leadership Team
James D. Reynolds
CEO
Recent News
2025-12-20
2025-11-05
Company data provided by crunchbase