Job description:
• Manage customer support team day-to-day functions – software, testing, and customer project management
• Provide 1st level of support and training to the field application engineering team
• Work closely with R&D application engineering team to ensure customer satisfaction
• Identify and manage resource requirements, required skill sets, training plans, quality reviews, documentations and weekly meetings required for project execution
• Improve customer relationship by providing timely and accurate responses to their inquiries.
• Maintain and update a database of project related documents.
• Work closely with sales account team and technical teams abroad
• Understand customer issues/needs, often in a pressurized environment while summarizing and documenting the key points.
• Issue weekly project summaries, raise flags and manage escalations
Qualifications:
• Bachelor’s degree, preferably in electrical engineering, communication engineering, computer science or related field
• Proven experience working in a customer support position
• Proven experience with embedded hardware and software development
• Excellent leadership and interpersonal skills
• Great communication competence to setup and manage team from different functions and areas. High collaboration sense to lead / supervise/ plan and organize resource to achieve customer project targets
• Outstanding verbal and written communication skills, fluent in English: speaking, reading and writing.
• Experience in project management on both HW/SW tools, familiar with project management of iterative and agile development – advantage
• Technical background – preferred experience with Wi-Fi / CPE related technology – advantage
