Job Description

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Your Opportunities in the Role:

• Assist customers in solving engineering/scientific challenges by solving technical issues related to NI Products and products that integrated with them
• Probe, replicate and troubleshoot customers\' technical issues
• Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
• Maintain low turnaround time and low time to resolve (TTR)
• 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.
• 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 the best possible resolution or workaround

How do you know you are fit for the job:

• Minimum degree level education in engineering or science related field, especially electronic engineering, automotive, manufacturing support, IT or other. Alternatively 1-2 years of experience working at the 1st or 2nd level technical support position/customer support position. Fresh graduates are welcomed to apply.
• Experience in instrumentation & control, industrial automation is preferred.
• Knowledge and/or experience of National Instruments products are strong assets.
• Must be able to handle multiple tasks and enjoy working and talking with people.
• Strong problem-solving skills to analyze the problem and think creatively to provide a solution.
• Excellent written and oral communication skills in the following languages: English and Japanese (To support Japan sub-region).
• Superior telephone etiquette and ability to deal effectively with customers to make them successful is essential.
• Ability to get along with others and function as a team player as well as work effectively alone.
• A proactive/can do attitude

About Us:

Why NI?

There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.

: We\'re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.

: What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it? At NI, we build on the big ideas of big dreamers to make their visions a reality.

: With our tailored, software-connected approach, we support our customers through all phases of the product development cycle. From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.

We\'ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving. We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.

No matter your career path, we\'re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.

Are you up for the challenge of helping shape humanity for the next 100 years? If so, let\'s get started, and let\'s Engineer Ambitiously together.

We are changing how we work by offering more flexibility. NI has decided to take a hybrid approach (working both on- and off-site) at an aggregate level. We know that different roles have different requirements, so we\'re embracing a full range of options.

National Instruments