Field Customer Engineer (REQ-636)

Shanghai Asia PacificChinaShanghai
HID Global
Job Type: 
Functional Area: 
Customer Service
Job Level: 
Mid-Senior Level

Are you looking for a new challenge within Engineering? Maybe this job as Field Customer Engineer in Shanghai, China is for you! 


As an Field Customer Engineer in Extended Access Technologies department, you will present HID Global’ s products and solutions in front of customers, conduct trainings for customers and partners and design solution for customers. You will be a trusted advisor to our customers in China.


What you will be doing

You will be focused on pre-sales, integration and support of a wide variety of core product/solution offerings from the Extended Access Technologies Business area in HID including biometric products and contact/contactless smart card technology.
You will demonstrate expertise in the following areas:

  • Provide technical support to the sales and marketing organization in the pre-sales phase
  • Provide customer with both on-site and off-site support
  • Write design specifications based on customers’ systems and provide professional-services for their specific needs
  • Create FARs and debug customer returns. Follow up internally to make sure the FAR is closed on time and proper communication is given to the customer.
  • Provides feedbacks and proposal to improve products and solutions based on customer feedbacks
  • This includes excellent presentation skills, technical documentation, and periodic complex service delivery in their designated solution focus area.


What you will bring with you to the role

You will be self-directed, capable of leading complex designs and technical sales activities, facilitate project progress and provide oversight support from the inception of opportunity pursuit to the completion of delivery. As the technical member of the field team, our Field Application Engineers possess the highest levels of both business and technical acumen – understanding customer business drivers, matching those to our technology and clearly articulating complex solutions to existing and prospective customers. The area of responsibility is mainly China but the role would require to support other customers in Asia Region.

Other duties (includes but not limited to):

  • Drive revenue and create sales opportunities by managing the pre-sales technical process and evangelizing HID Global’ s products and solutions to existing and prospective customers.
  • Prepare demos and proof of concepts to demonstrate various use cases for HID authentication solution
  • Create technical content mainly in Chinese (Mandarin) to show customer how to implement specific use cases, collaborating with other HID engineering team as needed
  • Serve as the pre/post-sales technical liaison between the Customer’s technical contact, Sales, and Operations.
  • Provide technical consultation and writing, as part of the response team on RFI and RFP.
  • Work with other functional teams, including Product Management, Services and Engineering to architect, build, validate and document biometric leading solutions for the Sales organization, partners and customers. Distill and communicate customer needs and product feedback to Product Management
  • Support manufacturing bring up at customers site or ODM reporting issues to HID Quality organization and providing main interface to customers and partners
  • Maintain technical relationship with partners and ecosystem in China


What we are looking for

  • Fluent written and spoken communication in Mandarin and English
  • Master degree in Electrical Engineering or Computer Science or equivalent combination of education and experience
  • Availability for international business travels
  • Minimum 5 year technical experience on technical sales delivering solution requirements definition, design and problem resolution
  • Friendly, flexible and a team player
  • Innovative thinker and problem solver
  • Outstanding commitment to customer service and quality
  • Independent, proactive and self-driven with a can-do attitude
  • Ability to perform presentations and follow-up with prospective customers
  • Ability to align customer needs to the value HID authentication solutions
  • Experience working with OEM and ODM in the region
  • Owns responsibility and is proactive in solving issues
  • Self-starter who can work from a remote office in the field when required
  • Ability to work in a fast-paced dynamic environment
  • Ability to understand business value of a solution as it maps to the customer’s specific requirements.
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
  • Ability to manage technical projects deliverable by providing basic project management status, meeting minutes, action items and follow ups
  • Participate in and prepare technical training for customers, trading partners and internal staff
  • Excellent communication skills


"Let’s open the doors to the future – together!

Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives. As the global leader in door opening solutions we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities.


Would you like to join us in opening doors of the future?"