• Certified Technical Support Specialist providing multi-lingual technical support to Value-Added Partners (VAP) of the Americas for voice, data, and networking related inquiries for XLS, Cerberus PRO Modular TXR-320, FS-20, and FS-360 Fire Alarm Control Panels by telephone, email, and on-site as required.• Consult Subject Matter Experts and escalate Service Request tickets to the applications team as needed.• Achieves customer satisfaction through timely follow-up and appropriate troubleshooting.• Validated reports of system bugs, devised interim solutions when feasible, and provided detailed reports to R&D• Provide evaluation and appropriate feedback to technical documentation in including operation manual revisions, technical bulletins, and review of new procedures to ensure quality field service.• Feed and maintain Siemens´ global tracking system (ASSIST) to integrate our Business Unit to the global tracking system and capture metrics to track number of customers, which systems they have, and what support is needed in order to identify trends and areas of opportunities in order to report to management as needed.

• Responsible for selling all products and services offered by the company and maintaining all sales objectives specified by management.• Handle all administrative aspects of sales including sales contracts, warranties, payment, and updating the sales tracking system• Obtained strong knowledge of all competitive orders and provide critical market feedback to management regarding local competition and product & service needs• Provided efficient and courteous customer service and assistance in all aspects of product offerings and services via face to face, written, and phone interaction• Responsible for understanding customer needs and how to match our products and service to their needs• Provided multi-lingual technical solutions for customers who do not speak English