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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