Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.
Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.
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Respond to customer’s requests for service. This includes orders for those customers under warranty/contract and for customers requiring per incident support.
Manage pick-up and transhipment activities
Respond to customer’s requests for the status of the order (sales and support) this includes the appropriate escalation paths as defined by the process.
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Acts as a liaison between customers and appropriate internal organizations such as sales, manufacturing, logistics and service delivery to resolve customer inquiries.
Influences changes to production and/or shipping schedules and price changes.
May identify and follow up on business opportunities.
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Key Responsibilities as a Technical Support Engineer, you will be expected to contribute to the whole team from your gift of talents, intellect, experience, and enthusiasm, as well as have fun!
You will be responsible for installing, upgrading NI/Emerson OptimalPlus systems and performing various integration tasks between NI/Emerson OptimalPlus systems and Customer’s systems and network.
You will be responsible for providing IT maintenance and administration for NI/Emerson OptimalPlus hardware and database for the customer production environment. You will be responsible for supporting customer’s technical requests and troubleshoot technical issues in NI/Emerson OptimalPlus systems and interface to Customer’s systems
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