Technical Support Engineer
Technical Support Engineer
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Job Description
Technical Support Engineer (TSE) partner with customers to ensure their success through deep technical knowledge of NIProducts Platforms and Systems. TSEs respond to and anticipate technical needs to help maintain or accelerate our customers development schedule building customer loyalty and gaining a reputation as trusted technical partners. TSEs advocate for our customers recommending Platform and System improvements to R&D providing customer insight to sales and make sure NI is ready to support new Products and Systems.
In This Role Your Responsibilities Will Be:
- Resolve technical issue for customers across all tires.
- Resolves customers technical issue during installation implementation and/or maintenance of NI products and platforms.
- Responsible for researching replicating performing customers root cause analysis and providing solution to customers within SLA time frame.
- Build team and customer technical proficiency
- Identifies and anticipates technical gapswithin the organization andworks with managementto build that product system or technical expertise.
- Educates customers through training and technical support customers through basic product startup application troubleshooting and/or maintenance of solutions.
- Advocates for the customer experience within the compan
- Provides customer experience improvement feedback to relevant functions.
- Reports design reliability or maintenance issues or bugs to R&D that arise during single incident support interactions.
- Advances complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
- Enable customers to self-service
- Captures and documents knowledge to enable self-service resolution. Learns and adopts Knowledge-Centered Service (KCS) methodology.
- Enables customers to self-service by creating and editing Knowledge based articles.
- Use prior technical expertise to actively engage in problem resolution.
Who You Are:
- Communication Excellent verbal and written communication skills. You are comfortable communicating technical concepts to a range of backgrounds one-on-one or in front of a group.
- Problem Solver Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
- Technical Familiar with electronic circuit design concepts and basic electronic instrumentation.
- Dynamic Thrives in an environment where the work changes from day to day. You are fascinated by the multitudes of ways that engineers and scientists solve tomorrows grand challenges.
- Collaborative Team oriented with the ability to effectively collaborate with peers.
- Bachelor of Engineering or Computer Science required;
- 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.
- Business level Japanese speaking writing and reading
- Business level communication in English
Preferred Qualifications That Set You Apart:
- Bachelors or equivalent experience in Electrical Engineering Computer Engineering or Computer Science.
At Emerson we prioritize a workplace where every employee is valued respected and empowered to grow. We foster an environment that encourages innovation collaboration and diverse perspectivesbecause we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship training or leadership opportunities we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans a variety of medical insurance plans Employee Assistance Program employee resource groups recognition and much more. Our culture offers flexible time off plans including paid parental leave (maternal and paternal) vacation and holiday leave.
Employment Type
Full-Time
