Engineer Specialist-Account Services

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What you'll be doing...

As an Engr Spec-Account Svcs, You'll be a part of a team that provides support for the latest automotive technology while providing world-class customer support and service experiences for automotive original equipment manufacturer clients. You'll use your technical expertise to play a key role in proactively providing real-time analysis, monitor network connectivity incidents to identify opportunities to improve processes, system gaps, connectivity services, develop custom reporting, and determine the best approach to ensure workgroups adhere to expectations. You will provide real-time incident management during service-related issues - triage and troubleshooting to identify the root cause, escalate then engage internal/external vendors until the issue is resolved. You will leverage your technical expertise to consult on improving the client's network connectivity and support services.

• Providing technical and analytical support to address a variety of complex issues using standard or customized protocol analyzers.

• Escalating issues to the appropriate internal/external engineer teams for resolution.

• Monitoring the client's performance, and equipment (ie RAN, core, router, and backhaul) proactively for alarms. When alarms are detected, they are validated and correlated, and if actionable, tickets are created, worked on, and resolution verified.

• Providing problem management support to detect root causes and mitigate against future events.

• Providing post-sales, lifecycle relationships, support, and analysis to solve a wide range of issues or problems.

• Analyzing and gathering data with customer, internal, and partner interactions to provide recommended solutions for evolving workgroups and support structures.

• Providing recommendations and resolution in the development, analysis, and maintenance of systems and tools that the BGCO Connected Cars/OEM uses.

• Supporting the enhancement roadmap, improving support flow, and measuring business improvement for the workgroup to ensure clear ROI.

• Working with internal teams including engineering, product, legal, support, finance, and IT to anticipate critical gaps.

• Managing multiple projects and activities simultaneously to enhance productivity and achieve optimal results.

• Implementing strategies and methods to consistently enhance processes and improve the customer experience.

• Generating, creating, and formatting custom reports.

• Testing and validation of Software - Schedule and install relevant software before the implementation of such software, and verify successful installation before completing the maintenance activity.

• Coordinating the schedule and installation of software patches and updates provided by the managed device manufacturer to keep all software and firmware current.

Where you'll be working ...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. To be eligible for this position, you must be willing to work an 8-hour rotating shift within 24/7 business operation hours. You must also be located within a 90-minute commute of the BGCO locations specified on this job posting.

What we're looking for...

The Engr Spec-Account Services position requires a diverse skill set to effectively handle both routine and complex assignments. It involves a solid understanding of established procedures, policies, and practices. You have a strong commitment to delivering exceptional customer service, and you can assess situations quickly while acting with urgency. You excel at developing and nurturing strong business relationships, and you have the ability to persuade and motivate others to achieve mutually beneficial outcomes. As a dependable team player, you take ownership of your work and enjoy supporting the rotational needs of a technical environment.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant work experience.

• Experience with machine to machine (M2M) or the Internet of Things (IoT).

• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.

Even better if you have one or more of the following:

• Bachelor's degree in Information Technology, Network Operations, or Computer Science.

• Experience managing highly complex accounts.

• Experience in BGCO.

• Experience working with the following systems: ACSS, VIP, B360, ECPD, (WFM) workflow manager.

• Experience with facilitation and communication across all levels of the organization.

• Experience with Thingspace.

• Experience with Workflow and Orderflow.

• Vendor certification (e.g., A+, Network +, Cisco, ITIL 4).

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

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