Highly-effective Service Engineer skillful in managing technical relationships with customers and liaising internally to identify and communicate solutions to meet customer, business and project needs. Offering over 10 years of customer support knowledge-base experience. Skillful in generating support tickets using remote support tools to achieve 100% accuracy.
Skills
After-sales support
Customer service management
Strategic business planning
Documentation and reporting
Proficient in all MS platforms
Contract Management
Quality assurance
Employee supervision
Budgeting
Staff Management
Payment processing
Employee and Customer development
Education
ITT Technical Institute, Bothell, WABothell, WA, Expected in 2005 ā āAssociate of Applied Science:Computer And Electronics Engineering - GPA:
Work History
Rite-Hite - District Service Manager Dubuque, IA, 04/2020 - Current
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Met with customers to discuss service needs and develop effective and practical solutions.
Followed up with customers during and after installations to verify satisfaction.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Met with customers to discuss service needs and offer available solutions.
Set and administered department budgets for expenditures, materials and labor.
Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales [Number]%
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
Oversaw the Remote calibration team to optimize work flow for our remote customers utilizing SNCS (RDP) to remote into Hematology instruments and calibrating them remotely.
Developed and Implemented procedures for calibrating Hematology and Urinalysis Instruments remotely.
Helped to develop and implement a troubleshooting data base with over 700 articles to help troubleshoot Hematology, Flow, and Urinalysis instruments.
Spent 2 weeks in Brazil training the Technical Assistance Center (TAC) team and also tested and troubleshot the issues with Five9 (phone system used for calls) while in Brazil.
Wrote the handbook for the TAC Supervisors and helped it get implemented.
Aaa Northern California, Nevada And Utah Insurance Exchange - Technical Support Specialist II Sun City, AZ, 10/2015 - 04/2020
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Removed malware, ransomware and other threats from laptops and desktop systems.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Developed and tested new product offerings prior to release to assist development team in bug identification.
Configured hardware, devices and software to set up work stations for employees.
Recorded and maintained relevant notes for each client and work order.
Activated accounts for clients interested in new services.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Helped streamline repair processes and update procedures for support action consistency.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Submitted service tickets for equipment maintenance requests.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across all time zones.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Tracked computer equipment, peripherals and network servers via master documentation in Excel.
Wrote and approved procedures for remote troubleshooting.
Was part of the escalation team that helped customers remotely to troubleshoot LIS/instrument issues.
Designed a troubleshooting flowchart for network issues and how to troubleshoot.
Received the Silver, Bronze, and Prestigious Signature award from my current company for the support I have giving to the Technical Assistance Center and my the customers.
Wayfair Llc - Service Engineer II Aurora, CO, 08/2009 - 10/2015
Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
Installed, configured and tested equipment on specialized platforms.
Escalated and re-produced problem to internal development sources to reach solution.
Created relationships with key decision-makers and served as external technical spokesperson.
Tested customer samples, designed testing concept and presented solutions for Hematology .
Engaged in first-level and second-level support for customers requiring routine support and troubleshooting.
Participated in client consultations and product capability demonstrations to support sales efforts.
Educated prospects on product implementation and usage and answered technical and security questions.
Tested and checked performance of hardware and software programs.
Performed periodic testing of all networks and systems.
Reviewed technical documentation to complete equipment maintenance and repair.
Measured dimensions of finished workpieces for conformance to specifications, using precision measuring instruments, templates and fixtures.
Used measuring tools such gauges and tape measure to identify conforming parts during production/installation.
Completed daily, weekly and monthly checklists on equipment to maintain records of scheduled maintenance procedures.
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