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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