● Support the Business Development team and domain experts to deliver the best solution to DNV's Smart Cable Guard (SCG) customers● First point of contact during installation and monitoring of the SCG systems● Advise clients and manage incidents and queries related to the performance of the monitored cables and the Smart Cable Guard systems● Provide remote and on-site support during installation and will be the first line of support● Establish technical project requirements through collaboration with the customer, project manager, and the Smart Cable Guard domain experts

● Collaborated with the Revenue Team by crafting technical product solutions and delivering persuasive presentations to prospective electric utility customers undertaking their grid modernization efforts● Developed and sustain long-term customer partnerships by leading account workshops and cadence calls to review and define goals, timelines, expectations, and success metrics● Advocated for our customers, ensuring that their concerns and requests are prioritized and promptly addressed by the Sentient support team● Helped customers realize the value they could get from the different Sentient’s solutions thru effective product training● Provided support to customers on product questions, processing RMA’s, and incident root-cause analysis● Represented Sentient Energy at trade shows, pre-sales customer demonstrations, and post-sales customer engagements

● Directed a high-performing and scalable customer support team of two engineers, implementing standardized support and incident management processes and crafting service level objectives to ensure timely issue tracking and resolution● Spearheaded the discovery, qualification, and implementation of the Customer Service Toolset (Zendesk), which provided the organization its own customer Ticketing System and Help Center and increased the efficiency and quality of customer management● Delivered impactful pre-sales product demonstrations, leveraging domain expertise and experience to assist customers in envisioning how our product could bring substantial value to their organization● Aligned customer support activities and initiatives to enhance the product release process (e.g. pre- and post-release product validations, proactive monitoring) and collaborated with the technical teams (Dev, DevOps) to satisfy customer requests or issues● Served as the advocate for customer perspectives in product development meetings, ensuring that customer requirements and value-additions were thoroughly examined and prioritized, ultimately leading to the fulfillment of on-time customer commitments● Embraced a servant-leadership approach by actively removing obstacles to empower employees in realizing their career aspirations and potential

● Pioneered the establishment of EFT Energy Inc.'s Technical Support and Services department, playing a foundational role in its creation and development● Served as a Subject Matter Expert (SME) providing guidance on customer proposals encompassing comprehensive system design, submetering and data acquisition system implementation, and tailored account setup aligned with customer-specific requirements● Provided pre-sales support initiatives including product demonstrations, customer engagements, and facility walk-throughs to develop system design proposals● Delivered comprehensive post-sales support, encompassing customer account setup, personalized product training, and diligent monitoring of customer support incidents and requests● Engineered the company’s data collection system, implemented, and commissioned submetering devices and data collection systems for customers● Developed and maintained technical documentations such as product manuals, installation guides, sales brochures, and training materials● Conducted product enhancement and bug fix testing both before and after product releases

● Delivered pre-sales support including tailoring sales proposals to align with customer specifications, conducting assessments of electrical diagrams, and facilitating on-site walk-throughs to ensure precision and customer satisfaction● Delivered post-sales support to customers including commissioning of new submeter installations, troubleshooting submetering and data collection issues at customer sites, qualifying and processing Return Merchandise Authorizations (RMA)● Elevated the customer experience by crafting and continuously updating technical documentation, including product manuals and installation diagrams, ensuring customers have easy access to valuable resources that enhance their product understanding and usage● Oversaw multiple customer accounts, ensuring that submeter manufacturing, construction, installation, and operational testing rigorously adhered to functional specifications and standards of the customers● Developed a Corrective Action Reporting (CAR) system to efficiently track and resolve customer issues

● Managed Intel’s Pentium 3 microprocessor products’ assembly yield through extraction and analysis of data, process monitoring, and problem investigation and resolution leading to improved yield performance for the product.● Coordinated and supervised a task force of product and process engineers to improve product yield and reduce product-specific issues.● Conducted production process tests to identify the root cause of product yield issues.