Director of Customer Engineering

As the Director of Customer Engineering, you will be responsible for building the customer experience strategy using Morse Micro products. You will work to ensure appropriate process and system changes are adopted to continuously improve the customer experience to ensure high customer adoption & retention. Your role and team will help drive the customer success of Morse Micro’s HaLow technology. As we continue to scale, the range of customers and their applications will continue to increase resulting in many exciting deliverables, which you will be leading.

Morse Micro is Australia’s fastest growing semiconductor startup that is shaping the future of Wi-Fi technology for the multi-billion dollar Internet of Things markets. At Morse Micro you will be working with experienced professionals and engineers, some of whom are the team that invented the original Wi-Fi technology that is ubiquitous today. 

Your main responsibilities will include:

• Driving customer and market requirements into core engineering in regards to product documentation, software, and ecosystem enablement
• Collaborate with customers, sales, and product management to gather and prioritize customer and market requirements.
• Translate customer needs into actionable product specifications and roadmaps.
• Ensure alignment between customer expectations and product development.
• Manage Tier 2 and Tier 3 Customer Support journeys and associated metrics of performance
• Develop and implement processes to improve support efficiency and customer satisfaction.
• Driving training requirements and agendas for Internal Sales, Field Application Engineering,  External Sales Rep, and Distribution Partners
• Create training materials and conduct training sessions to enhance the technical knowledge and sales capabilities of the team.
• Support FAE and Sales with customers who are in the evaluation phase to push product integration
• Provide technical guidance and solutions to address customer challenges and ensure successful product integration.
• Act as a technical liaison between customers and internal teams to drive product adoption and satisfaction.
• Gather feedback as part of the customer development product to drive internal corrective action within core engineering(product lifecycle, from initial technology evaluation, product design, validation, certification and production)
• Understand customer requirements, translate to diagrams & documentation to propose solutions and products
• Create application notes, FAQs, KBAs and material to aid in the design-in process and answer customer questions
• Identify how we best support customer design activities for wireless & microcontroller products by working closely with the FAE, application engineering and design teams
• Collaborate with sales and marketing to ultimately drive sampling to large scale design-wins

Required skills and experience:

• BSEE or equivalent
• A solid professional, with a minimum of 15+ years experience in the semiconductor industry
• Experience with B2B client facing role managing a high performing team
• Proven ability to develop strong working relationships cross-functionally and an ability to lead with influence
• A strong communicator with analytic & strategic thinking who can articulate the needs of the customer and resolve both short and long-term issues
• Experience building a product from concept to production
• Familiarity with embedded software and RF networking, preferably 802.11 series standards etc.
• Project management skills
• Exposure to customers and customer requirements and translating to project scope
• Ability to work in fast-paced environment

Who we are:

Morse Micro is Australia’s largest semiconductor company  building Wi-Fi HaLow (802.11ah) chips for the Internet of Things (IoT). We are a team of wireless experts that love to work hard, innovate & invent. Together, we are building the world’s lowest power Wi-Fi technology that will enable billions of IoT devices to connect securely to the internet. We are a global team with offices in Sydney & Picton (Australia), Irvine & Bay Area (USA), Bangalore (India), Cambridge (UK), Hangzhou & Shenzen (China) and Taipei (Taiwan).

What we offer:

• Competitive salary + excellent stock option package
• Healthy work environment with sit/stand desks and large screens
• Office perks such as stocked drinks fridge, snack bar and barista coffee
• Newly fitted-out offices, with a relaxed, friendly work environment

Check out what it is like to work for us: