Bambu Lab

在线技术支持负责人

Bambu Lab  •  Onsite  •  11 days ago
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Job Description

在线技术支持负责人武汉全职客户关系职位描述1、团队建设和管理:
① 负责团队的日常管理,包括任务分配、排班调度、绩效评估及能力培养,确保团队高效响应客户技术问题,达成客户体验目标(如响应时效、解决率、客户满意度)。
② 建立团队知识共享与协作机制,定期组织技术复盘会,推动经验沉淀与技能提升。
③ 制定团队激励方案,提升员工积极性与稳定性,降低技术人才流失率。
2、技术赋能与标准化建设:
① 建立技术问题的分级处理机制(如普通咨询、紧急故障、系统性风险),优化应急响应流程,减少客户停机时间。
② 搭建技术支持知识库,确保团队信息同步并提升一线问题自主解决率。
③ 主导技术培训计划,包括新员工技能培训、新产品技术解读及行业前沿技术分享,提升团队专业能力。
④ 优化技术支持流程(如工单流转规则、客户沟通模板),提升跨团队协作效率。
3、跨部门协作与流程优化:
① 主导解决客户端的重大技术问题,协调服务代表、产、研等部门快速定位根因并推动修复,确保客户业务连续性。
② 联动研发、产品、测试等部门,推动技术问题的闭环管理,将客户反馈的共性技术痛点转化为产品优化需求。职位要求1、本科及以上学历,机械、结构、机电、自动化、增材制造等相关工科专业;
2、5年以上带领技术团队经验,能够解决复杂技术问题;3D打印行业经验者优先;
3、擅长目标管理与团队赋能,能平衡技术深度与团队协作效率;
4、具备强沟通能力,能向非技术客户清晰解释技术方案,并推动问题闭环;
5、熟练使用数据分析工具,通过数据优化支持策略。 投递
Bambu Lab

About Bambu Lab

Bambu Lab is a consumer tech company focusing on desktop 3D printers. Its state-of-the-art 3D printers offer a feature-rich first-class experience for a global community of 3D printing makers, aiming to break the barriers between the digital and physical worlds and bring creativity to a whole new level. Bambu Lab sells its 3D printers, filaments, and accessories on its official website, serving customers across 30+ countries.

Our Team

Our story started with the gathering of a team of 3D printing fans, who are also expert engineers in robotics, artificial intelligence, materials science, and internet industries. Our team is experienced in building high-tech products that bring positive impacts to the world. From the start, we have been dedicated to making cutting-edge technology affordable with advanced know-how and high production quality. We see ourselves as part of the ecosystem and are delighted to learn from and share knowledge with the 3D printing community. Our team's passion lies also in the commitment to creating the next generation of eco-friendly 3D printers - pushing the industry toward a future with a much lower carbon-footprint.

Industry
Hardware & Semiconductors
Company Size
51-200 employees
Headquarters
深圳市, CN
Year Founded
2020
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