Technical support engineers (tse) partner with customers to ensure their success through deep technical knowledge of products, platforms, and systems. Tses respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, build customer loyalty, and gain a reputation as trusted technical partners. Tses advocate for our customers by recommending platform and system improvements to r&d, providing customer insights to sales, and ensuring ni is prepared to support new products and systems.
in this role, your responsibilities will be:
1. resolve technical issues for customers across all account tiers
o resolve customer incidents during installation, implementation, and/or maintenance of ni products and platforms.
o escalate complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
o report design, reliability, or maintenance issues or bugs to r&d that arise during support interactions.
2. build customer proficiency for all account tiers through standard services
o educate customers via formal training and technical support engagements.
o guide customers through product startup, troubleshooting, and maintenance of solutions.
3. capture and document knowledge to enable self-service resolution
o learn and adopt knowledge-centered service (kcs) methodology.
o create and edit knowledge-based articles to help customers self-serve.
who you are:
you build customer relationships, solicit input, and foster discussion. You make new connections and collaborate across teams.
for this role, you will need:
* bachelor's degree in engineering or computer science; preferred in electrical engineering, computer engineering, or computer science
* experience in customer-facing roles
* proficiency in one or more programming languages (labview experience preferred)
* availability to travel up to 10%
preferred qualifications that set you apart:
* communication: excellent verbal and written skills, capable of explaining technical concepts to diverse audiences.
* problem solver: able to integrate information from various sources to identify causes and develop creative solutions.
* technical: familiarity with electronic circuit design and basic electronic instrumentation.
* dynamic: adaptable to changing work environments and interested in engineering solutions for grand challenges.
* collaborative: team-oriented with strong collaboration skills.
our culture & commitment to you
at emerson, we value every employee, fostering an environment of innovation, collaboration, and diversity. We support your growth through mentorship, training, and leadership opportunities, investing in your success. We believe diverse teams drive growth and results.
we prioritize employee wellbeing with competitive benefits, medical plans, employee assistance program, employee resource groups, recognition, flexible time off, vacation, and holiday leave.
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