Technical Development Engineer (Prosumer)

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The Role: Technical Development Engineer (Prosumer)

What will you do?

Responsible for placing the highest priority in devising technical skills development programs and improvement plans for the Technical Support Engineers and/or Agents to ensure that world class support is provided to our customers.

Apart from technical skills development, the TDE (Technical Development Engineer) is also responsible in providing operational development support, advanced support consultation and laboratory management.

They are accountable in improving the Learning Experience, Learning Effectiveness, and Technical Competencies by creating and/or improving the existing materials, documentation tasks - training records, training needs analysis, and reports when necessary.

The Technical Development Engineer also supports in activities that will enhance the competencies and quality of support of the Technical Support Engineers to our customers aligned with the Technical Center of Excellence.

Technical Skills Development

o New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents.

This will help in mentoring and training newly hired technical support staff.

o Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness.

This will improve the learning experience of the and technical competencies of the employees.

o Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix.

This will be critical that will help in collaborating with respective teams in building the capabilities of the employees.

o Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system (My LearningLink) and would be able to provide reports related to training from the learning management system.

o Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Technical Group as part of their development, sustainable business continuity, and growth opportunities.

• Advanced Technical Support Consultation

o Propose, create and publish Technical Articles, FAQs, and Video FAQs from handled cases (bFO).

o Solve Cases requiring in-depth troubleshooting assistance and Cases where the Customer is requiring resolution for the suspected bug(s).

o Access to resolution database and use of d...