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Technical Support Engineering Manager

hace 2 meses

Ciudad Juarez, México National Instruments A tiempo completo

The Technical Support Engineering (TSE) organization partners with customers to ensure their success through deep technical knowledge of **Products **, **Platforms **and **Systems **. TSEs respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners. TSEs advocate for our customers recommending **Platform **and **System **improvements to R&D, providing customer insight to sales, and make sure NI is ready to support new **Products **and **Systems.**

As a Technical Support Group Manager, you will be responsible for maximizing the performance and engagement of the TSEs through regular effective coaching, maintained operation of the group, and strong leadership to catalyze and realize individual and team changes aligned with the Support vision.

Additionally, the Technical Support Group Manager is expected to lead department level initiatives aligned with Americas Support goals and/or prioritized customer engagements.

**Key Responsibilities**
- Lead a team of TSEs to create measurable team success in achieving customer support objectives.
- Coach and develop team members according to department learning and development objectives, enabling the TSEs in your team to accomplish their career objectives.
- Develop and deliver performance reviews, making compensation recommendations.
- Actively recruit new and experience Technical Support talent.
- Plan future staffing to fulfill business demand, working collaboratively with counterparts in other regions.
- Partner with Sales and Support leaders to formulate support strategy for TSE involvement with new products, large opportunities, and key accounts in the region.
- Represent the Technical Support Function on regional and global projects to help create and align the Technical Support organization.
- Coach and develop TSEs on the implementation of Knowledge Centered Service (KCS) best practices.
- Manage and/or execute prioritized customer engagements.
- Support monetization of Technical Support Services via Support agreements.

**Key Performance Objectives**
- Deliver best-in-class technical support to NI customers as measured by customer effort and other key performance indicators.
- Retain key employees and grow team of TSEs/TSRs.
- Deliver on key transformation initiatives aligned with the Support vision.

**Basic Qualifications**
- 2-year leadership (Supervisor/Technical Lead) experience in a Technical Support department or equivalent
- Customer centric attitude and mindset
- Foundational understanding of Talent Management processes
- Demonstrated effectiveness at developing, managing, and coaching people
- Strong critical thinker, effective at quickly solving customer service issues
- Ability to plan and organize on a 6-month time horizon
- Effective communication in one-on-one, team, and group settings

**Preferred Qualifications**
- Cursory understanding of Talent Acquisition and Development best practices
- Builds high-trust relationships with team members and across organization
- Skilled change agent, connecting people to vision and involving them effectively
- Self-starter and can execute on multiple concurrent priorities
- 3 years Management experience in a Technical Support department
- 3 years using NI products / platforms

LI-SU01

**Why NI?
There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.

**The people**: We’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.

**The ideas**: What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it? At NI, we build on the big ideas of big dreamers to make their visions a reality.

**The technology**: With our tailored, software-connected approach, we support our customers through all phases of the product development cycle. From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.

We’ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving. We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.

No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.

Are you up for the challenge of helping shape humanity for the next 100 years? If so, let’s get started, and let’s Engineer Ambitiously together.

**We are changing how we wor

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