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Customer Engineer at National instruments in Austin, Texas

Posted in Other 30+ days ago.

Type: Full-Time

Job Description:

The National Instruments Hardware Services Team has an immediate opening for an On-site Customer Engineer. The successful candidate for this position will work with a wide and diverse set of people and resources to assure customer and project support needs are met. The candidate will primarily work on location at customer sites to perform both proactive and reactive resolutions for test station issues. This role is responsible for on-site support and troubleshooting of NI test equipment for large scale deployments.
The On-site Customer Engineer position will be based in Austin, Texas. This is a support position and is suitable for engineers desiring to explore in the solution level customer support area. This position requires deep customer engagement, with full understanding of the customer’s specific solution and use environment. On-site Customer Engineers work within the structure of NI Managed Service Agreements, wherein NI’s service level commits are significantly higher than standard NI business. Typical Managed Service Agreement customers will be manufacturers with whom NI has a very large installed base of advanced solutions.
In support of these efforts, you will work closely with the following NI personnel:

  • Services managers and Sales Branches throughout the USA

  • NI’s Global Services Hardware Services team

  • NI Manufacturing in Hungary, China, and Malaysia

  • Logistics and calibration providers in region

Role Responsibilities
Advanced Customer Support for Service Agreements

    • Perform Proactive, Preventive and Corrective Maintenance on site at customer facility

    • Tracking and driving large system customer escalations to resolution

    • Report out to customers and internal management on issues and resolutions

    • Provide first-responder technical support for Service Agreement customers

    • Provide feedback to development team regarding system enhancements

Customer Management

  • Serves as a customer success engineering and technical advocate, effectively working as a primary “face of NI” to some of the company’s largest clients

    • Proactive contact with customer line management and engineering to arrange work, identify issues, and support production

    • Providing start-up assistance to ensure key customers’ successful application deployment

    • Teaching custom training covering topics that are relevant to a customer’s application

    • Provide these services on-site (75+% Travel)

Performance Factors

  • Flexibility and comfort with uncertainty as is normal in an emerging business area

  • Interpersonal skills that enable successful cross-functional and customer interaction

  • Possess strong work ethic and drive to succeed

  • Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines

  • Adheres to high standards of professional conduct

  • Organization - coordinates activities with others to achieve results and to influence without control

Basic Qualifications (Required)

  • Associates or Bachelor’s degree from an accredited institution in a STEM program and a minimum of 1 year of experience in a field service role or as a systems integrator, applications engineer, or test engineer

  • Either broad technical knowledge of NI specific product line and platforms or expertise in automated test (ATE) and/or distributed I/O applications

  • Understanding of technical practices in Test and Measurement instrumentation application

  • Demonstrated success in customer support and/or field engineering

Preferred Qualifications

  • Bachelor’s degree from an accredited institution in engineering, EE, CE, or CS

  • Demonstrated experience in NI product support and/or application

  • Thorough understanding of support standards and practices in Test and Measurement industry

  • Familiarity with NI products and technology

  • Proven project management experience.

  • Exposure to contract manufacturers and Semiconductor industry

  • Recognized ability to effectively troubleshoot, identify, and solve application-specific system level problems

  • Ability to integrate individual pieces together into a functioning system

  • Skilled at communicating both orally and in writing in various circumstances; in English

  • Personal fit with culture of NI and the Hardware Services Team

National Instruments is an equal opportunity and affirmative action employer, committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.