1) Client Background
Founded in 1997, Our client ‘M’ is a Taiwanese fabless semiconductor company that provides chips for wireless communications, high-definition television, handheld mobile devices like smartphones and tablet computers, navigation systems, consumer multimedia products, and digital subscriber line services as well as optical disc drives. client ‘M’ and Intel announced a partnership to bring 5G to PCs in 2021. client ‘M’ overtook Qualcomm as the largest vendor of smartphone chipsets in the world in the third quarter of 2020, mainly due to significant growth in the Indian and Latin American markets.
2) Challenge
Our client requested one lab test engineer from BTI that we had never worked with before and they highly preferred Chinese bilingual candidates. The project demanded more technical lab testing activities and there was no one who could train from BTI internally. With the limited resources and a challenging deadline of the services, the client expected a good performance from the BTI engineer.
3) Approach
Within the short period of the service from one lab test engineer, BTI got engaged more with the client and always asked first even though we provided the required test results. Also, we had provided on-site manager’s local support on behalf of customers unlike other competitors in the market. It was very important that both on-site managers and engineers possess the technical communication skills and customer service experience necessary to thrive in the project.
4) Result
With the client’s satisfaction of BTI’s service, we had provided lab and field test engineers in Seattle, Kansas, Dallas, and New Jersey. One lab test engineer started working with this client in 2018 and the team has grown up to 16 engineers nationwide. Some BTI engineers had supported long-term business trips during a pandemic in 2020 and our clients were very happy and paid out a bonus for those engineers due to 100% completion of their requests.
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