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