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Jobs in Malaysia   »   Jobs in Bayan Lepas, Pulau Pinang   »   Customer Service jobs   »   Field Support Engineering Manager

Field Support Engineering Manager

Bayan Lepas, Pulau Pinang
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· Implementation of Service Agreements

o Work with Program Managers to plan fulfilment of each Service Agreement to include detailed assessment of field resources, processes, and special arrangements needed.

o Supervise regional execution of maintenance and support for specific programs.

o Assist in creation of Statements of Work and Service Level Agreements in support of new business.

o Monitor NI fulfilment of contract obligations and intervene as needed to assure success. Escalate issues appropriately.

o Conduct quarterly operations reviews with stakeholders to communicate status and issues

· Process Development & Project Management

o Develop standard operational models for service agreement delivery; to include roles, processes, cost models, performance metrics, and lead times.

o Document lessons learned, and assure continuous improvement of models & processes Position

o Maintain awareness of industry best practices in this area to assure NI excellence.

o Contributes as needed to various projects in the general services business

o Serve as the Hardware Services focal point for serviceability and reliability


· Work Experience

o 5+ years’ experience in directly related field managing complex projects and/or operations in high tech industry

o Demonstrated success in managing complex global projects; high attention to detail

o Up to 50% travel required

· Education

o BS in Engineering or Business Management; or equivalent experience

· Knowledge, Expertise, and Skills

o Required

- Understanding of field service

- General understanding of technical practices in Test and Measurement instrumentation application

- Demonstrated success in customer support and/or field engineering

- Demonstrated success leading and participating in cross-functional teams

- Demonstrated success managing complex global projects; high attention to detail

- Ability to communicate both orally and in writing in various circumstances

- Personal fit with culture of NI and the Global Services Team

o Preferred

- Demonstrated success in managing small teams

- Experience in project management

- Knowledge of semiconductor and other production industries

- Knowledge of system serviceability and reliability calculation and management

· Behavioral Traits for Success

o Flexibility and comfort with uncertainty as is normal in an emerging business area

o Interpersonal skills that enable successful cross-functional and customer interaction

o Possess strong work ethic and drive to succeed

o Attention to detail

o Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines

Adheres to high standards of professional conduct
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