TSE 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. 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 also aspired to identify customer technical needs today and tomorrow that are out of scope of standard technical support and premium support services. 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:

Resolves technical issues for customers across all tiers​ With advanced Product, Platform and System technical knowledge a Staff TSE accompanies our customers through the entire Customer Journey (CEP), resolves technical issues to ensure customer success. First point of collaboration for Product, Platform and System technical knowledge. (Informal escalations, discussion forums, collaboration) Coaches and educated less tenured TSEs in technical aspects and process actions. Recognizes sales opportunities in technical support interactions and communicates to the appropriate sales channel ​

 

Builds customer proficiency for all account tiers through standard services​ Educates customers through formal training and technical support engagements​. Scope and provide paid technical consulting when the predominant need is product/platform expertise.

 

Captures and documents knowledge to enable self-service resolution​ Consistently applies KCS (Knowledge Centered Service) methodology in all cases and collaboration, enabling customers to self-serve by creating and editing Knowledge Base, How-To, and other content forms. Identifies content gaps through customer interactions while delivering support services and provides feedback to the content team.

 

Advocates for the customer experience within the company​ Provides feedback on improvements to the customer experience to relevant teams​. Reports design, reliability, or maintenance issues or bugs to R&D Reports customer product feedback to Product Planning.

 

Who You Are:   

You gain insight into customer needs. You readily take action on challenges, without unnecessary planning. You have a track record of exceeding goals successfully

For This Role, You Will Need:  

Proficiency in English and Mandarin Bachelor’s of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.  2+ years of work experience in a customer-facing technical role or other relevant industry experience Experience owning and advocating for customer issues or needs and prioritizing multiple tasks.  Experience with test/measurement products (NI or other) Required to be working in Emerson T&M office and customer’s site Availability to travel up to 20% of time throughout Asia Pacific.

 

Preferred Qualifications that Set You Apart: 

Intermediate skills in programming language and has been involved with development experience such as C, C#/C++, Python and LabVIEW Familiarity with NI products and system such as DAQ, PXI and STS Proficiency in Japanese or Korean

 

Our Offer to You:

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. 

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