Job description:
National Instruments is hiring for the post of Platform Support Engineer.
Platform Support Engineer (PSE) at NI partners with customers to ensure their success through deep technical knowledge of NI Products, Platforms and Systems. PSE also act as point of contact from customers to manage the issues and challenges, collaborate with internal team members to accelerate the progress to resolution. PSEs 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. PSEs also aspired to identify customer technical needs today and tomorrow that are out of scope of standard technical support and upsell premium support services. PSEs 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.
Key performance objectives:
- Assist customers in solving engineering/scientific challenges by solving technical issues
- Probe, replicate and troubleshoot customers’ technical issues at NI office or onsite at customer location
- 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 competency in NI offerings and customer’s application
- Strong ownership and drive for customer success
- Business acumen to apply technical responsibilities into demand generation
- 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 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. Guides 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.
- Identify customer technical needs that are out of scope for standard technical support and upsell premium support services
- 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 troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround
Basic Qualifications required:
- Proficiency in English
- Bachelor of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
- Strong interpersonal communication and soft skills (preferred experience in Customer-Facing roles)
- Strong problem-solving skills, curious, motivated to learned and excited with new technologies
- Knowledge in LabVIEW, NI TestStand and NI software and hardware is great to have but not a must
- 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.
Job/Req. ID: 9321
Company: National Instruments
Location: Bangalore, KA
Job Category: Electrical or Computer Science
Do you want Job alerts on your Phone? Join our WhatsApp/Telegram Group
