Senior Technical Support Engineering Manager
National Instrument, Inc.

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

Bachelor's degree or above in Telecommunications, Radio Engineering, or equivalent engineering discipline

Experience with transmitters and/or Receivers and general RF concepts

Experience with RF, Wireless communication networks

Experience with software development on Linux-based operating systems.

Familiarity with common Linux system administration tasks and the command line.

Programming ability in C, C++, Python.

Familiarity with analog and digital electronic circuit fundamentals.

Familiarity with Ethernet and TCP/IP networking.

Familiarity with basic wireless communications and digital signal processing (DSP) theory.

Experience using oscilloscopes and logic analyzers.

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-MM1

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.

NI is an equal opportunity and affirmative action employer, committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.

We are changing how we work by offering more flexibility. NI has decided to take a hybrid approach (working both on- and off-site) at an aggregate level. We know that different roles have different requirements, so we're embracing a full range of options.

Please be advised that if President Biden's Executive Order 14042, Ensuring Adequate COVID Safety Protocols for Federal Contractors, is ultimately upheld after the legal process concludes, NI will comply with the Executive Order. Accordingly, if the Executive Order is upheld in its current form, NI will require all U.S. employees to be fully vaccinated against COVID-19 and present acceptable proof of vaccination upon hire as a condition of employment. NI will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19, a two-week period must have passed after receiving the second dose in a 2-dose COVID-19 vaccine series or after receiving a single-dose in a single dose COVID-19 vaccine.

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