JOB RESPONSIBILITIES
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.
Collaborate with the R&D and manufacturing team co-located in the same site to provide best-in-class technical support to customers.
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 company 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 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 company 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 company products
Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround
JOB REQUIREMENTS
Bachelor’s degree in Electrical Engineering, Mechanical Engineering or Computer Science
Experience in LabVIEW or other Programming Language is preferred
Experience in conduct training to customer will be added advantage