Job Description

Key Performance Objectives

• Assist customers in solving engineering/scientific challenges by solving technical issues
• Probe, replicate and troubleshoot customers’ technical issues
• Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
• 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.
• 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

• Bachelor of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
• Experience in Customer-Facing roles.
• Proficiency in one or more programming language is required. (LabVIEW experience is preferred)
• Availability to travel up to 20% of time throughout Asia Pacific.