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Customer Support Engineer Resume Samples
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10+ years of experience
Directed support operations to meet service contract terms, including training, motivating, and leading team of 40 engineers. Project managed new product introduction, client startups, installations, and system upgrades/repairs. Reduced action item resolution time, installation time, and system downtime. Coordinated system availability with customers for preventative maintenance actions and system repairs while overseeing critical system issues. Ensured client satisfaction in cooperation with logistics, human resources, R&D, and domestic/international production support. Delivered operational/project performance metrics, reporting, and presentations for customers, technical support, and management.
- Saved $500,000 in equipment replacement costs and reduced downtime over 80% by identifying and resolving contaminated water supply issue through installation of in-line filter units.
- Achieved $100,000 annual savings by tracking tools to eliminate replacement requirements.
- Launched new field office to increase company market penetration in Portland, Oregon.
- Turned around damaged client relationship and eliminated support calls to regional manager. Instituted value-added services to ensure retention of company service contract.
- Implemented training forecasting schedule and regional personnel planning spreadsheet.
- Developed internal website with updated site-specific procedures for engineers
0-5 years of experience
I provided software & hardware support for customers, distributors, and field service personnel. I am proficient with Microsoft Office Suite, Sales Force, and Visual Manufacturing. I continuously maintained product knowledge with a specific concentration on Sun Nuclear Dosimetry related hardware & software products as well all other Quality Assurance related products.
- Routinely completed onsite customer training & installation of quality assurance devices in the United States.
- Designed and implemented a software algorithm to facilitate automated analysis of customer satisfaction & training effectiveness.
- Participated in the installation & acceptance of Sun Nuclear Training Center’s Varian 2100EX Linear Accelerator.
- Excellent oral and written communication skills with the ability to maintain positive disposition during customer interaction.
6-10 years of experience
Installed, upgraded, diagnosed, repaired and maintained assigned Computed Tomography (CT) systems (G.E. 8800, 9800, CTI, ProSpeed, LightSpeed and LightSpeed Plus) (PAC’s) remote diagnostic patient image viewing stations, Kodak Laser Images, (Siemens DRH, DRG CT systems) in the Dallas/Fort Worth Metroplex.
- Trained on and assigned as backup to maintain, repair and assist as needed in the G.E. MRI S3 and S4 magnets.
- Managed parts inventory and consumables to meet corporate guidelines and customer needs.
- Established and maintained highest possible customer relations at all times.
- Trained customers (in house Bio-Med) on site that, in some instances, are utilized as first line in low level troubleshooting via phone to decrease down time.
- Communicated to customers the required action plans for maintenance, repairs and/or upgrades to their equipment and any parts that needed to be ordered.
- Achieved highest Non-Contract Revenue (NCR) in region two years in a row.
- Assisted colleagues to help our team reach our regional goals.
0-5 years of experience
Responsible for installation, troubleshooting, and maintenance of research instruments including: minimum condense volume magnets for surgical applications, Leybold and Sumitomo cryocoolers, bath type and continuous flow cryostats, magneto-optical systems for spectroscopy, helium 3 and dilution refrigerators.
- Effectively communicated with customers and internal colleagues to meet customer’s expectations and provide training in instrument operation.
- Answered customer questions and resolved service issues by providing troubleshooting advice, qualifying repair requests, and efficiently scheduling on-site service visits via telephone and e-mail.
- Performed diagnosis and repair of malfunctioning electromechanical machinery in the field and in the office workshop.
- Prepared service quotations to promote and generate sales and service revenue.
0-5 years of experience
Carried out Level 2 desktop and network support for military facilities in Iraq. Maintained and troubleshot Windows environment, LAN/WAN systems, and network hardware. Ensured maximum network availability at all times. Performed troubleshooting and assist with new user configurations. Conducted end user training.
- Met or exceeded assigned LAN/WAN/internet availability through maintenance and configuration.
- Lowered costs by providing additional phone-based support to other sites across Iraq.
- Reduced number of trouble tickets 50% by conducting end user training at each site.
- Minimized downtime by providing immediate onsite assistance for all technical issues.
6-10 years of experience
Troubleshoot and provided technical support for MeetingPlace and Unity (voicemail).
- Resolved over 180 customer request per quarter; Exceeded the team Satisfaction score with an overall score of 106%.
- Served as the liaison across multiple groups to resolve customer issues in order to resolve customer issues quicker; Supported complex range of products – Web conferencing, Outlook, SMTP, and Notes scheduling, and voice conferencing.
- Developed and architected internal knowledge base (CSRC) for field and customer support.
- Wrote training documentation for customers and supported personnel on MeetingPlace server configuration.
6-10 years of experience
In a team environment, provided end-user technical support to over 5000 users in all US Senate, committee offices, and Capitol Police offices to ensure optimal deployment of resources.
- Provided support to US Senate staff, assisting staff with the installation, configuration, and ongoing usability of desktop and laptop computers, ipads, blackberries and other and handheld devices, peripheral equipment and software, within established standards and guidelines.
- Provided training, information and assistance to end users via telephone, email, and on-site, as needed.
- Performed Printer hardware installations, configurations, troubleshooting and problem resolution.
- Setup and configured Mac workstations/Notebooks manually and with use of a DMG Image File.
- Led and managed teams of system engineers and technicians for migration of users’ workstations from windows XP and Vista platforms to the Windows 7 Enterprise platform, ensuring all data, files and folders were migrated to the new workstations.
6-10 years of experience
Process development and technical support for a revolutionary system used to coat automotive lighting products.
- Responsible for the installation and startup of this Ford Motor Company multi-machine manufacturing center.
- Provided customer personnel with training in system principles, maintenance and process control.
- Designed and implemented system modifications to improve reliability and performance.
- Developed process enhancements that increased the product quality as well as increasing the production productivity of the systems.
- Improved system performance and cycle times resulting in savings of over $15 million for my customers.
- Supported Sales department by presenting technical briefings to potential customers.
- Developed new multimedia concepts and produced materials for the Sales and Service organizations to use in the field.
- Supported customers in the fields of precision optics, ophthalmic and automotive lighting with systems training, repair and manufacturing development services.
0-5 years of experience
Resolved customer issues on SAMSys Multi-Protocol RFid readers, hardware and firmware.
- Created hardware vintage control and upgraded history.
- Developed upgrade process for quick turn-around.
- Managed and improved the RMA process for turn-around of less than five days.
- Debugged LabVIEW calibration process for board-level and system final test.
- Identified and resolved manufacturing issues and tracked software issues.
10+ years of experience
Implemented set up and support for Call Center technology for major corporate accounts
- Trained, programmed, consulted, and resolved customers issues in an efficient and timely manner generating revenue and increasing client satisfaction and retention
- Customized business applications and conducted complex provisioning on numerous PBX telephone systems
- Provided remote implementation, provisioning, troubleshooting, and programming support to on site technicians and customers
- Identified and executed revenue generating opportunities which resulted in monthly sales exceeding company’s objectives
0-5 years of experience
Expanded the Customer base by 15-20% and realized an average annual growth by 10-15%.
- Assisted in creation of product support plans and basic troubleshooting protocols.
- Created and built good customer relationships.
- Performed on-site installation, preventative maintenance and repairs on complete range of endoscopy equipments.
- Mentored and provided training on different equipments and procedures to new interns.
0-5 years of experience
Independently developed core training program including PowerPoint presentations, documentation, and best practices for ColdSpark’s flagship SparkEngine and MailBlast products
- Personally conducted remote and on-site training for some of the world’s top financial companies including: JP Morgan Chase, Bank of America, Merrill Lynch, and Fidelity Investments
- Directed internal technical training for new employees and product releases
- One of two 1st tier product support engineers
- Designed and implemented quarterly corporate off-site meetings for the entire company
- Developed ColdSpark’s Best Practices in Training handbook
- Responsibilities also included on-call rotation, case management, and customer communications
0-5 years of experience
Served as key engineering interface between Tactair’s Customer Support organization and its customers in the delivery of solutions for Tactair’s in-service hydraulic and flight control systems and components.
- Provided product and technical support in Tactair EASA FAA Repair Station # T5TR698J.
- Identified product improvement opportunities based on customer feedback and independent research of repair station data base.
- Developed and maintained product reliability reports.
- Traveled as required to deliver customer service and support.
- Lead modifications projects working with customers, suppliers and Tactair’s program management and design engineering teams.
- Researched customer’s technical inquires and identified solutions as indicated.
0-5 years of experience
Supported Regional Aircraft Operators in United States, Germany and Switzerland.
- Assisted in defining requirements for Allison Authorized Maintenance Centers.
- Activated and managed commercial airline engine programs in Europe and US.
- Developed an engine maintenance plan for on-wing and overhauled support.
- Project Engineer for group who invented, designed and built an on-wing fuel nozzle-cleaning system.
- Organized a team to present and implement fuel nozzle cleaning to the customer.
- Drafted instructions and trained customers how to use the fuel nozzle cleaning system.
- Increased fuel nozzle MTBR from 300 flight hours to 1200 flight hours.
0-5 years of experience
- Analyzed, investigated customer issues and provided solutions in compliance with Service Level Agreements
- Participated in customer technical support – hotline 24/7 remote access solution and interventions on sites
- Tracked issues and participated in technical meetings with R & D
- Level 2 Support Product Alcatel OSP2.3/2.4 (Open Services Platform) on the IN (Intelligent Network)
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[Customer Support Engineer]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
