Technical Support Engineer
TSE act as point of contact from customers to manage the issues and challenges, collaborate with internal team members to accelerate the progress to resolution. 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:
- Assist customers in solving engineering/scientific challenges by solving technical issues
- Probe, replicate and solve customers’ technical issues at NI office or onsite
- 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 proficiency in NI offerings and customer’s application
- Strong ownership and work towards customer success
- Business acumen to apply technical responsibilities into demand generation
- Provide effortless technical support via digital channel
- Collections and documents knowledge to enable self-service resolution. Adopt and apply the 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 encouraging 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. Guide customers through basic product startup, application solving, 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
- Raises complex technical issues internally to the appropriate group while keeping 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 solving complex issues, identify design or manufacturing issues and come up with the best possible resolution or workaround
- Proficiency in English
- Bachelor of Engineering or Computer Science required;
- Strong interpersonal communication and soft skills
- Strong problem-solving skills, curious, motivated to learned and excited with new technologies
- Fresh graduate is encouraged to apply
- Required to be working in NI office and also customer’s site
- Availability to travel up to 20% of time throughout Asia Pacific.
- Bachelor’s or equivalent experience in Electrical Engineering, Computer Engineering, or Computer Science.
- Experience in Customer-Facing roles
- Knowledge in LabVIEW, NI TestStand and NI software and hardware
By joining Emerson, you will be given the opportunity to make a difference through the work you do.
Emerson`s compensation and benefits programs are designed to be competitive within the industry and local labor markets. We also offer a comprehensive medical and insurance coverage to meet the needs of our employees.
We are committed to creating a global workplace that supports diversity, equity and embraces inclusion.
We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential. We are dedicated to the ongoing development of our employees because we know that it is critical to our success as a global company.
We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work set up where our team members can take advantage of working both from home and at the office.
Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environment across our global network and facilities.
Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.
Our Commitment to Diversity, Equity & Inclusion
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.
This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: [email protected].
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