[南港]外商品牌廠Commercial _Customer Support Engineer
主要處理產品出貨後，客戶端使用產品後出現較棘手的問題，需與產品原研發單位以及QPM單位合作
意者歡迎投遞履歷至[email protected]
3rd Level Support Engineer, Commercial Systems
Description
Third Level Support Engineering (3LS) is a technical support & customer escalation management function within the PS Organization that provides answers and solutions to customer technical issues for Commercial Systems products, including but not limited to: Commercial Notebook/Desktop. In this role, you are the frontline technical resources for customers and partners while working through our Geo-market technical & business support teams. You will be part of a team responsible for providing an outstanding technical support experience to our business customers, both SMB and Enterprise.
Your job scope covers from problem identification to full resolution, you will own and manage the customer experience over the tools has established and will also potentially join customer calls when needed. You will be owning one or multiple subject matter in the required technical domain and you will need to collaborate and engage with other subject matter experts in the Engineering function in providing the solutions that customer needs.
We deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.
The Desired Traits of This Role
The Deliverables Include but Not Limited to
Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by interfacing with the Customer Support, Sales & Account team, Commercial Systems GBU, Supply Chain, PS Quality, Procurement, ODM & Suppliers…etc.
Act internally as a customer advocate. Provide feedback on product quality improvements to the GBU.
Work with regional CS & Pre-sales groups and the Global Competency centers to determine and implement business solutions instead of technical solutions when needed.
Interface with the Commercial Systems GBU to provide the voice of the customer input in design decisions as well as end game quality assessment before shipments.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
Promote Quality & Customer Experience improvements throughout product lifecycle.
Author engineering advisories detailing quality issues and their solutions.
Provides mentoring and guidance to the Geo-market ATS engineers, GBU partners, and field personnel.
Influence support strategy and sets functional policy and direction.
Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Qualifications
A bachelor's degree in computer science, electrical engineering, computer engineering or a technical discipline. MSE degree in the above domain is a plus.
With a preferred focus on PC hardware/EE and storage (SSD/HDD/eMMC…) domain with in-depth expertise.
Knowledge of Microsoft & Linux Operating systems (ability to install, configure, and troubleshoot operating system issues)
Knowledge of PC system configuration and architecture to enable design of experiments in problem reproduction and root cause analysis as well as system setup, teardown, and configuration.
Excellent communication skills, both verbal and written, in both English and Chinese.
Excellent project management and organizational skills.
Ability to manage multiple active projects (customer escalations) in parallel and ability to keep them moving forward.
High levels of independent supervision and ability to determine priorities and juggle multiple responsibilities in parallel.
Advanced problem-solving skills.
Passion for the customer. Previous role as a Customer Experience/Solution Engineering is a plus.
Ability to make sound business decisions.
Ability to make difficult decisions in
待遇面議
