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Sr Principal Global NPI
Nokia
USA
Full-time
Senior · 15+ years experience
Hybrid
Discovered 6 days ago
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About the Role
The Global NPI Engineer is responsible for collaborating with Technical Support, Product Line Management, Hardware & Software Engineering, and System Test teams to enhance customer experience, improve product quality, and ensure successful customer onboarding.
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Responsibilities
- Lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption.
- Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases.
- Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met.
- Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow-through with stakeholders.
- Generate customer test plans for newly released hardware or software features to validate performance in customer environments.
- Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process.
- Act as a customer advocate in cross-functional meetings to provide feedback that improves customer experience and product quality.
- Provide initial escalation support for new Infinera Hardware & Software Releases from FCS to GA.
- Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication.
- Collaborate cross-functionally with teams across regions to align on customer needs and product improvements.
- Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.
- - Lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption. - Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases. - Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met. - Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow-through with stakeholders. - Generate customer test plans for newly released hardware or software features to validate performance in customer environments. - Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process. - Act as a customer advocate in cross-functional meetings to provide feedback that improves customer experience and product quality. - Provide initial escalation support for new Infinera Hardware & Software Releases from FCS to GA. - Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication. - Collaborate cross-functionally with teams across regions to align on customer needs and product improvements. - Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.
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