Customer Technical Support Manager at Firstunion Customer Technical Support Manager at Firstunion in Pasadena, California Posted in 2 days ago.

Type:

full-time

Job Description:

Customer Technical Support Manager Location:

City of Industry(Onsite)

Key Responsibilities:

Customer Complaint Management & Technical Resolution:

Serve as the primary technical point of contact for clients, providing on-site support and troubleshooting. Partner with our overseas R D team to investigate product feedback, rapidly identify root causes, and implement effective corrective actions. Document and analyze field data to support continuous product improvement and quality enhancement.

Technical Training & Process Support:

Align with the product shipping schedule to coordinate with client filling facilities. Conduct hands-on training sessions for filling operators, covering critical filling procedures and equipment best practices to standardize operations and reduce quality risks.

Local Sample & Testing Coordination:

Manage the collection, storage, and local viscosity testing of client oil samples at our US office, ensuring accurate record-keeping and timely results.

Order & Project Support:

Assemble urgent sample units at our US facility to meet business and project deadlines, maintaining strict quality control throughout the process. Coordinate the delivery of samples shipped from our overseas headquarters to client-specified locations in the US.

Competitive Intelligence:

Source and purchase competitor products available in the US market, and collect relevant market intelligence to support product and business strategy.

Qualifications:

• Bachelor's degree or above.
• Bilingual proficiency in English and Chinese (Mandarin), with strong reading, writing, and verbal communication skills.
• Deep understanding of US local culture, with 5+ years of living experience in the United Statesand knowledge of applicable local laws and regulations.
• Valid US driver's license and legal work authorization in the United States.
• Prior experience in CBD vape / e-cigarette testing or a related technical field is highly preferred.
• Proven ability to analyze and resolve technical issues independently while managing client relationships effectively.
• Strong service orientation with a proactive, problem-solving mindset.
• Excellent communication, interpersonal, and negotiation skills.
• High resilience under pressure, with a strong sense of ownership and self-motivation.