Technical Services Engineer

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have two major product lines: Metcal electronics bench tool solutions and Techcon dispensing Systems.

We have facilities in Cypress California (US), Chandlers Ford (UK) and Shenzhen (China) supporting our customers worldwide. The OK International Team is dedicated at putting customers first, having an entrepreneurship mindset, innovative culture, cultivating relationships and never compromising on integrity. Welcome to our team!

OK International is part of the Dover Engineered Products segment of the Dover Corporation. Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."

Job Summary:

Identify the needs and requests of your established customer base, distribution network, sales associates, and management. Coordinate broad Technical Support functions by leveraging operations, engineering, marketing, and sales resources. Initiate troubleshooting solutions through in-house or onsite repairs, or via telephone support, fostering strong customer loyalty and enhanced satisfaction. This role may require international travel of up to 25%.

Job duties:

• Troubleshooting and repairing OK International products, with a specialization in Techcon Plastic products.
• Offering installation and application support for OK International products.
• Developing and delivering documentation and training.
• Conducting failure analysis, collecting data, and presenting resolutions to enhance product quality.
• Gathering and presenting data to drive quality improvements.
• Custom design and providing application support for OK International products.
• Fostering strong relationships with customers, colleagues, and sales channels.
• Delivering technical support to all internal departments.
• Analyzing quality control processes to correct product flaws.
• Create and maintaining technical documentation related to product design and development.
• Conduct technical validation of products for new product introduction, engineering enhancements, and fixes.
• Keeping up to date with advancements in plastic materials, products, and processes, while recommending improvements in product design and development.
• Performs other duties as assigned.

Work experience requirements:

• Background in supporting Electro-mechanical equipment with focus on Plastic products.

• Field Service or Technical Support experience.

Skills and Education required:

• Experience and knowledge in managing a multi-channel call center environment.
• Skilled at advocating for individual customer needs while balancing supply chain and manufacturing capabilities.
• Competent in analyzing data and drawing logical conclusions.
• Capable of fostering a positive perception for individual customers while ensuring fairness for the wider customer group.
• Proficient in MS Word, Excel, and Outlook, with the ability to quickly learn new software; knowledge of SolidWorks is a plus.
• Demonstrates professionalism and sound judgment in a dynamic, high-stress, and fast-paced team setting.