Care Engineer Resume Samples

NW
N Wehner
Nickolas
Wehner
86061 Kiehn Landing
Phoenix
AZ
+1 (555) 190 8497
86061 Kiehn Landing
Phoenix
AZ
Phone
p
+1 (555) 190 8497

Experience

Experience

11/2016

present
Houston, TX
Senior Customer Care Engineer
Houston, TX
Senior Customer Care Engineer
11/2016

present
Houston, TX
Senior Customer Care Engineer
11/2016

present

  • Provide effective and consistent communication to management, peers and account team in support of customer
  • Provide work support and guidance to less senior Customer Support Engineers
  • Ensure customers understand the contact center management concepts behind the software
  • Provide in-depth problem determination and verification, including (but not limited to) complex Root Cause Analysis reports
  • Gain and maintain knowledge of assigned customers’ technical and business environment, including key customer contacts and account management team
  • Provide in-depth problem determination and verification, including (but not limited to) Root Cause Analysis reports
  • Possess an in-depth level of Aspect product knowledge within a specific area of technology focus to manage complex customer issues and escalations

05/2013

08/2016
Los Angeles, CA
Customer Care Engineer Ludwigshafen
Los Angeles, CA
Customer Care Engineer Ludwigshafen
05/2013

08/2016
Los Angeles, CA
Customer Care Engineer Ludwigshafen
05/2013

08/2016

  • Processes buyout proposals from purchasing department Creates proposal calculations by using divisional tools
  • Maintains close relationship with product managers and other country organizations
  • Willingness to work in a team and with remote organizations
  • Supports the Sales Organization in preparation of quotes
  • Negotiates with customer business contracts as part of his authority including discount, price and volume structures
  • Actively visits existing customers from time to time to maintain customer relationship
  • Optimizes communication with customers using telephone, e-mail, etc

03/2008

03/2013
Philadelphia, PA
Customer Care Engineer
Philadelphia, PA
Customer Care Engineer
03/2008

03/2013
Philadelphia, PA
Customer Care Engineer
03/2008

03/2013

  • Perform routine maintenance on equipment, and assist in establishing preventative maintenance schedules with customer
  • Work to established SLAs whilst providing regular feedback to customers
  • Maintain, manage and update databases & online portal regularly
  • If possible, provide customer with technical support and a trouble shooting option before product return and replacement
  • Identify and create opportunities for finalizing service contracts and sale of spare parts
  • Work closely with the advanced team / engineering for escalated issues
  • Good communication and efficient working at the customer location

Education

Education

Bachelor’s Degree in Computer Information Systems Preferred
Bachelor’s Degree in Computer Information Systems Preferred
Quinnipiac University
Bachelor’s Degree in Computer Information Systems Preferred

Skills

Skills

  • Plans, designs, test, execute, analyses, and reports on process improvements to gain fastest troubleshooting
  • Reviews network problems and ensures all learning’s are shared with appropriate stakeholders
  • Develops scripts/macros to perform health checks to speed up troubleshooting efforts
  • Provides technical guidance, leads CH workshops, and support to other GSD CH engineers to avoid/minimize troubleshooting challenges
  • Perform lab testing to ensure major SW releases challenges and best practices are included in Troubleshooting Guides, working alongside GSD, CSS and R&D
  • Reviews recently published Technical Notes and Change Notes to ensure fastest problem solving when encountering known problems
  • Launch, trials and pilot projects support