Job Description

is on the forefront of technology innovation, delivering breakthroughs and trusted insights to the world\'s visionaries and innovators in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our 15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Our technical solutions - and our methods for creating them - help connect and secure the world. Learn more Our powerful culture has led to us being independently recognized on We\'re driven, collaborative, ethical, and curious, and we value all ideas, especially bold ones. And our culture extends far beyond our own walls. Our corporate social responsibility efforts support our communities, nurture the next generation of engineers, and promote environmental sustainability. At Keysight, Inclusion, Equity & Diversity is an integral part of our core values. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. We believe everyone should be respected in the workplace and in their communities regardless of race, color, age, gender, sexual orientation, gender identity and expression, ethnicity, religion, disability, veteran status, national origin, or any protected class. We continuously challenge ourselves to grow in our understanding of inclusion by engaging in a wide variety of diversity programs, initiatives, employee network groups and mentoring/development. This job will be part of the Keysight Technical Application Support function under the Keysight Global Services Organization. The Keysight Global Services Organization helps customers get the most out of their test instruments across the instruments\' lifecycles addressing technical questions on complex configurations, calibration, repair, general technology, training and product purchase options. The Keysight Technical Application Support (KTAS) Team leverages its technical and Keysight product and solution knowledge to help customers maximize their asset usage and reduce customer down time. This is achieved through remotely or on-site debugging, diagnosing and optimizing customer configurations, assisting with latest software installations, and escalating and managing resolution delivery for hardware and software faults. Reporting to the Global Frontline Application Support Manager, this position plans and directs all aspects of KTAS customer support policies, objectives, initiatives, service assurance, and training for the team. This position will be office-based located in Penang. Duties & Responsibilities: Build a new team of Frontline application support engineers in Penang, covering pre and post-sales support for Greater China and South Asia Pacific regions. Implement procedures and policies governing the support of customers including the handling of customer issues, complaints, and overall customer experience. Develop technical competence level within the team to support business needs. Work with the team day to day to structure and manage expectations/workload and engage with business partners to position the value of KeysightCare. Pro-actively drive the improvements and enhancements needed to increase customer satisfaction through operational excellence. Drive compliance and improvement in KeysightCare customer support process and performance. Create a culture of innovation, strong teamwork and a passion for customer success. Coach, inspire and empower our engineers to achieve personal success and growth in their career path, to support business needs. Work with the sales, product divisions and partners to implement a well-coordinated One Keysight approach to drive best-in-class customer experience. Job Qualifications Bachelor/Master\'s Degree in Electrical and Electronics Engineering. 8+ years of experience in a technical role, with 5+ years proven leadership experience. Experience in product release or technical support, working in an RF/MW, wireless, highspeed digital or related business. Self-motivated with strong communication skills and a pronounced customer focus. Ability to foster and apply a Growth Mindset, to embrace opportunities, and learn through continuous improvement, in self, and with the team. Knowledge of T&M market, understands and anticipates customer needs. Ability to pro-actively drive improvements and enhancements needed to improve the customer experience. Able to escalate issues and achieve closure within reasonable timeframes in line with customer expectations. Proven relationship management skills across different functional areas & business units, including ability to facilitate communication between organizations. Leader who can inspire positive change indirectly through influence and leadership style. Experience leading and driving organization change management. Able to co-create with a global team while also operating in an environment of autonomy. Written and verbal proficiency in both English and Chinese. Job Function

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