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Onsite Customer Engineer

Position Overview and Responsibilities:

The National Instruments Services Team has an immediate opening for an On-site Customer Engineer in China. 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 position will be located in China, Shanghai or Shenzhen area.


This is a support position, and is suitable for engineers desiring to advance in the area of solution level customer support.  This position requires deep customer engagement, with full understanding of the customer’s specific solution and use environment.  On-site Customer Engineers will 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 Asia
   -NI’s Global Maintenance & Hardware Services team
   -NI Manufacturing in Hungary, China, and Malaysia
   -Logistics and calibration providers in region



Core Job Responsibilities


  • Advanced Customer Support for Service Agreements

    -Perform Preventive and Corrective Maintenance on site at customers’ 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

    -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 development
    -Teaching custom training covering topics that are relevant to a customer’s application
    -Provide these services on-site (90+% Travel)


Position Requirements


  • Work Experience

    -1 - 3 years experience as a systems integrator, applications engineer, or test engineer
    -Preferred candidates will have experience in NI product support and/or application; thorough understanding of support standards and practices in Test and Measurement -industry; deep familiarity with NI products; and project management experience.
    -Experience at contract manufacturers is a plus


  • Knowledge, Expertise, and Skills
    • Required

      -Undergraduate or graduate engineering degree, EE, CompE, or CS preferred
      -Either broad technical knowledge of NI product line and platforms, or broad technical knowledge of automated test (ATE) and/or distributed I/O applications
      -Ability to effectively troubleshoot, identify, and solve application-specific system level problems
      -Ability to integrate individual pieces together into a functioning system
      -Understanding of technical practices in Test and Measurement instrumentation application
      -Demonstrated success in customer support and/or field engineering
      -Ability to communicate both orally and in writing in various circumstances; both in English and Chinese
      -Personal fit with culture of NI and the Hardware Services Team

  • Preferred

    -Understanding of NI technology
    -Experience in project management


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