Job Description
Key Performance Objectives
- Assist customers in solving engineering/scientific challenges by solving technical issues
- Probe, replicate and troubleshoot customers technical issues at NI office or onsite at customer location
- Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
- Regular and consistent on-site presence at customer location
- Achieve and continuous develop on competency in NI offerings and customers application
- Strong ownership and drive for customer success
- Business acumen to apply technical responsibilities into demand generation
- Provide effortless technical support via digital channel
- Captures and documents knowledge to enable self-service resolution. Adopt and apply latest Knowledge-Centered Service (KCS) methodology on every customer engagement.
- Leverage previously acquired technical experience, and make continuous improvements on the contents for maximum efficiency and effectiveness of digital, web-based support
- Accelerate customers business by fostering team proficiency of NI products within customer organization
- Identifies and anticipates technical gaps within customer organization and works with management to build product, system or technical expertise.
- Educates customers through technical support engagements. Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
- Advocates for the customer experience within the company
- Identify quality, feature, or user experience gaps and feedback to relevant functions on every customer engagement
- Escalates complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
- Identify customer technical needs that are out of scope for standard technical support and upsell premium support services
- Continuously lead peers as NI products, platform and systems, by acquiring in-depth technical expertise
- Serves Sales, Support and Services organization as the point of escalation for technical issues related to NI products
Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround.
Basic Qualifications
- Proficiency in English
- Bachelor of Engineering or Computer Science required; preferred Bachelors in Electrical Engineering, Computer Engineering, or Computer Science.
- Strong interpersonal communication and soft skills (preferred experience in Customer-Facing roles)
- Strong problem-solving skills, curious, motivated to learned and excited with new technologies
- Knowledge in LabVIEW, NI TestStand and NI software and hardware is great to have but not a must.
- Required to be working in NI office and also customers site
- Availability to travel up to 20% of time throughout Asia Pacific.
