In This Role, Your Responsibilities Will Be:
Technical Support and Issue Resolution
- Probe, replicate, diagnose, and troubleshoot technical issues involving NI software, hardware, platforms, systems, automated test equipment, and distributed I/O applications.
- Provide responsive technical support through digital channels, from the NI office, and at customer locations.
- Guide customers through product start-up, application troubleshooting, system recovery, and solution maintenance.
- Act as the technical point of escalation for complex product, platform, and system issues while maintaining ownership of the customer interaction.
- Collaborate with R&D, Manufacturing, Services Engineering, Logistics, Calibration providers, and other internal teams to identify root causes, workarounds, and sustainable resolutions.
Field Service and On-Site Support
- Perform proactive, preventive, and corrective maintenance at customer facilities.
- Provide first-responder support for customers covered by service or managed service agreements.
- Troubleshoot NI test equipment and customer test stations supporting large-scale deployments and production environments.
- Provide start-up and deployment assistance to help customers successfully implement and operate NI solutions.
- Maintain regular and consistent on-site presence when required, with travel of up to 75% based on customer and business needs.
Customer and Escalation Management
- Own and drive customer issues and large-system escalations to timely resolution in line with applicable service-level commitments.
- Proactively engage customer engineering and line-management teams to arrange work, identify risks, support production, and communicate progress.
- Provide clear status, issue, root-cause, workaround, and resolution updates to customers and internal management.
- Anticipate customer technical needs and gaps, then work with customer and NI management to strengthen product, system, and application expertise.
- Build trusted technical relationships that support customer success, loyalty, and long-term partnership.
Knowledge, Training, and Continuous Improvement
- Capture, maintain, and improve technical knowledge using Knowledge-Centered Service (KCS) practices to enable consistent support and self-service resolution.
- Leverage prior cases and technical experience to improve the efficiency and effectiveness of digital and web-based support content.
- Deliver customer education, coaching, and custom training relevant to the customer’s application and support environment.
- Continuously develop in-depth competency in NI offerings, customer applications, system-level troubleshooting, and test and measurement practices.
- Share knowledge with peers and help strengthen team proficiency across NI products, platforms, systems, and support practices.
Customer Advocacy and Cross-Functional Collaboration
- Identify product quality, feature, usability, design, manufacturing, and support-readiness gaps and provide actionable feedback to relevant teams.
- Advocate for system and platform enhancements based on customer experience and field observations.
- Provide customer insight to Sales and Services while maintaining an objective focus on technical outcomes and customer success.
- Work effectively across Services, Sales, R&D, Manufacturing, Logistics, and Calibration organizations throughout APAC.
Who You Are:
You build strong customer and cross-functional relationships to achieve shared goals. You effectively analyze technical challenges, diagnose root causes, and develop practical solutions. You communicate clearly and proactively with customers and internal stakeholders, providing timely updates and managing expectations. You demonstrate strong ownership, accountability, and persistence, driving issues through resolution while maintaining a focus on customer success and continuous improvement.
For This Role, You Will Need:
- Experience troubleshooting technical issues involving hardware, software, platforms, systems, or automated test equipment.
- Ability to diagnose problems, identify root causes, and implement sustainable solutions.
- Strong customer-facing communication and relationship-building skills.
- Ability to work effectively with cross-functional teams including R&D, Manufacturing, Services Engineering, Logistics, and Sales.
- Willingness and ability to travel up to 75% based on customer and business needs.
- Commitment to delivering high-quality technical support while meeting service-level commitments and customer satisfaction expectations.
Preferred Qualifications That Set You Apart:
- Experience supporting NI products, platforms, systems, or automated test equipment.
- Knowledge of test and measurement applications, distributed I/O systems, and production test environments.
- Experience providing field service, preventive maintenance, or managed services support.
- Familiarity with Knowledge-Centered Service (KCS) practices and technical knowledge management.
- Experience delivering customer training, technical coaching, or application support.
- Understanding of large-scale deployments and production environments.
Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
