Role Summary
The TSR / Virtual DBM is a dual-function role combining real-time customer support excellence with proactive digital distribution management. The role provides high-availability frontline support for NXP customers while simultaneously owning systematic funnel management, DR approval, and quote triggering for small and long-tail distributor branches.
This role is the operational backbone of NXP's Mass Market digital coverage model, unlocking latent pipeline value through disciplined, remote-only execution.
Core Responsibilities
1. Technical Support Representative (TSR)
Serve as the first point of contact for real-time customer interactions via LiveChat during local business hours, ensuring high availability for the covered region
Provide product-related sales, marketing, and basic technical support across the full NXP product portfolio (recommendations, basic functionality, product identification)
Screen, triage, and dispatch all incoming support tickets to the appropriate engineering teams (TIC), internal contact points, or resolve directly as TSR-owned tickets
Resolve tickets related to product information, order process, online/account issues, licensing, availability, and quality matters
Guide customers to the right information on NXP's website and connect them with the best internal contact
Identify potential leads and hand off to Virtual Selling, Field Sales, or distributors via SFDC
2. Virtual Distribution Branch Management (Virtual DBM)
Own a defined portfolio of smaller, remote-managed distributor branches
Conduct monthly digital business reviews with assigned distributor contacts to track pipeline health, review open opportunities, and agree on next steps
Manage and progress open design opportunity queues within the assigned branch portfolio
Systematically trigger pricing and quotation requests for opportunities that have not yet received a commercial offer
Deploy new product introduction (NPI) briefings and sales enablement materials to distributor contacts remotely
Proactively engage internal technical resources for technical issues or questions within the distributor funnel
Specific Knowledge and Skills
Technical or Business Degree
Good understanding of electronics, especially microcontrollers and general elements in electronic systems
Experience in industrial, automotive, networking, and communication segments is a plus
Ability to communicate and engage with customers in a pre-sales situation through chat
Excellent English communication skills (verbal & written)
Familiarity with Customer Relationship Management (CRM) and Opportunity Management systems and processes is a plus.
Engaged, committed
Strong attitude to help customers seeking support
Feeling comfortable to engage with new customers and to promote our products
Collaborative, proactive, self-learning and team player attitude in a multicultural environment
Excellent selling and communication skills
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