Bodor Laser USA ยท 13 hours ago
Online Service Support Engineer (Bilingual in Mandarin)
Chicago, Illinois
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $85K/yr
2+ years expBodor Laser USA is a global leader in the development, production, and sales of laser-cutting machines. They are seeking an Online Service Support Engineer who will provide technical support and training to customers in the U.S. and Canada, ensuring customer satisfaction through effective troubleshooting and collaboration with engineering teams.
Mechanical Or Industrial Engineering
Responsibilities
Serve as the primary online contact for U.S. and Canada region customers and distributors, handling after-sales technical support inquiries via phone calls
Diagnose and resolve product-related issues through remote troubleshooting methods in coordination with service and engineering teams
Provide technical guidance on spare parts identification and ordering processes; collaborate with logistics and inventory teams for fulfillment
Deliver remote technical training to customers and partners on machine operation, daily maintenance, and safety protocols
Log and maintain detailed service records in CRM or ticketing systems, ensuring follow-up and closure of cases in a timely manner
Summarize recurring issues and customer feedback; escalate trends and product concerns to engineering and quality teams for resolution
Assist in the development and maintenance of online service materials, such as technical FAQs and instructional content
Coordinate directly with R&D and production departments to relay customer feedback, product issues, and improvement suggestions, maintaining regular communication across both U.S. and China time zones as needed to ensure machine resolution
Participate in cross-functional service improvement initiatives and recommend process enhancements to management
Perform other technical service duties as assigned by the Service Director
Qualification
Required
Bachelor's degree in Mechanical, Electrical, Automation Engineering, or a related technical field
Minimum of 2 years' experience in a customer support or technical service role, preferably in industrial equipment or capital machinery
Native English proficiency and bilingual fluency in Mandarin (spoken and written) required
Strong troubleshooting and diagnostic abilities, especially in remote support settings
Clear written and verbal communication skills, with a customer-first mindset
Proficiency in remote support platforms (e.g., Zoom, Teams) and ticketing or CRM systems
Excellent documentation and organizational habits, with attention to detail
Ability to work in a fast-paced, cross-cultural, and high-volume environment
Benefits
Competitive compensation package
Company-paid medical insurance
Dental and vision insurance at low cost
Company-paid basic life, short- & long-term disability insurance
401(k) with employer match
(20) days of paid time off, and (11) paid holidays per year
FSA / HSA account
Birthday gifts
Holiday bonus
Employee assistance program
Company
Bodor Laser USA
Bodor Laser is a world-leading laser technology company committed to metal processing in various industries such as sheet metal and structural steel fabrication, agricultural equipment, furniture, automotive parts, etc.
51-200 employees
H1B Sponsorship
Bodor Laser USA 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 (2)
2024 (4)
2023 (1)
2022 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase