Technical Support Engineer 2, Japanese-Speaking
Emerson
full-time
Posted on:
Location Type: Hybrid
Location: Bayan Lepas • Malaysia
Visit company websiteExplore more
About the role
- 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.
- 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.
Requirements
- Proficiency in English and Japanese Language
- 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.
Benefits
- Competitive benefits plans
- A variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition programs
- Flexible time off plans including paid parental leave (maternal and paternal), vacation and holiday leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical issue resolutioncustomer journeyproduct expertiseplatform expertisesystem expertiseKnowledge Centered Service (KCS)test/measurement productscustomer supporttechnical consultingcontent creation
Soft Skills
coachingcommunicationcustomer advocacyproblem-solvingcollaborationtrainingprioritizationcustomer experience improvementfeedback provisioneducating