Responsible for providing value-added, customer-facing program consulting and implementation support activities to large enterprise and strategic clients at various critical points in their lifecycle (strategic trials, complex and large deployments, annual planning reviews, program relaunch, and strategic upgrade/renewals). Supplement the core activities of the Success Teams, ensuring overall success. Data Storytelling.Collaborate with the account team on program strategy, participating in internal and customer-facing meetings, and executing on key strategic program management activities. Serve as an integral part in ensuring customers receive the maximum value from the Lytx solution(s). Participate in the sales cycle(s) to help support implementation related activities for prospects; or, demonstrating the value of new products/features for existing customers.SME on API’s, Technology and Hardware configurations. Participate in Alpha and Beta Product programs as a liaison between Engineering, Product and Clients. Solution modeling; understand customer business environments; assist in analyzing and structuring solutions that address a customer's identified business need(s).Understand evolving customer business situation(s) and develop/propose approaches that support customer need(s). Provide analytical curiosity to the customer's business problem(s).

• Provide consulting services and implementation of Verizon Connect Platform Solutions to Enterprise Customers• Demo solutions and train customers with a focus on their specific needs; write technical documentation for end users to supplement training• Assist in scoping out the customer's business needs through interviewing key customer personnel and facilitating conversations• Partnering with account management to deepen the relationship with the customer and promote the adoption of Verizon Connect services• Solution modeling; understand customer business environments; assist in analyzing and structuring solutions that address a customer's identified business need(s)• Understand evolving customer business situation(s) and develop/propose approaches that support customer need(s). Provide analytical curiosity to the customer's business problem• Proactively seek solutions to customer needs, explore creative alternatives and seek customer validation that solutions have met their expectations• Manage and support both internal and/or external customer relationships• Responsible for delivering to specifications and the design of the solution• Investigate, analyze and resolve technical problems arising in the configuration• Logs defects clearly using appropriate systems and standards• Participate in the collective wisdom of the Professional Services organization

• Provide consulting services and implementation assistance of Telogis Platform Solutions to customer design specifications• Demo solutions and train customers with a focus on their specific needs; write technical documentation for end users to supplement training. • Assist in scoping out the customer's business needs through interviewing key customer personnel and facilitating conversations• Manage and support both internal and/or external customer relationships• Understand customer business environments; assist in analyzing and structuring solutions that address a customer's identified business need(s)• Understand evolving customer business situation(s) and develop/propose approaches that support customer need(s)• Proactively seek solutions to customer needs, explore creative alternatives and seek customer validation that solutions have met their expectations• Responsible for delivering to specifications and design set forth for solution• Investigate, analyze and resolve technical problems arising in the configuration• Logs defects clearly using appropriate systems and standards

• Lead and support other QA Engineers in achieving the goals of the Field Hardware Team.• Report directly to the Director of Hardware Engineering.• Coordinate and perform research, analysis, corrective actions and implement resolutions of complex issues among the Field Hardware Team, other internal Telogis teams and external customers.• Manage releases to deployed hardware (Release Management Process and Procedures). • Improve and develop new processes, in order to meet the increasing variety and complexity of the Telogis solutions in the field. • Develop, perform, and delegate test plans, test suites and test cases against changes to hardware firmware and configurations.• Evaluate test results and communicate risks to management prior to firmware, server or software release.• Document defects in a defect tracking system (FogBugz) and work closely with internal development teams as well as vendors to ensure resolution.• Test hardware, software and firmware solutions by performing in-vehicle drive tests, reviewing data created by the drive test and following data throughout the platform, SaaS product and reports created from the software; and delegate tasks to ensure testing is completed by team resources/personnel.• Perform regression testing and create/update User Acceptance Test as required.• On-site visits with Customers and OEM partners as needed for resolving issues and testing products (Domestic and International).• Troubleshoot complex issues and document fixes for issues escalated via Support.• Maintain a strong understanding the Telogis platform and the hardware solutions offered.

Responsibilities:• Research, analysis, coordination and communication of complex 3rd level Field Hardware issues and resolutions. • Develop test plans, suites and cases based on requirements and execute test runs(TestRail).• Evaluate test results and communicate risks to management prior to firmware or software release.• Document defects found in the software in a defect tracking system (FogBugz).• Test hardware, software and firmware solutions by performing in-vehicle drive tests, reviewing data created by the drive test and following data throughout the platform, SaaS product and reports created from the software.• Perform regression testing and create/update User Acceptance Test as required.• On-site visits with Customers and OEM partners as needed for resolving issues and testing products (Domestic and International).•Troubleshoot and document issues with solutions already in the field.•Understand the Telogis software platform and suite of product offerings to assist with new hardware, software and firmware solutions.

• Assist Project Managers & Account Managers on demand to ensure resolution. • Assist in QA for GPS hardware solutions (Fogbugz/TestRail). • Support Expert on Telogis solutions: Fleet, Progression, Telogis Mobile & GPS Hardware. • Support and assist Level 2 Support; interface with Development Teams. • Resolve complex Internal and External customer issues via phone and email queues related to Telogis hardware and software solutions.• Provide coaching, leadership and mentoring to support team members.• Provide documentation to Telogis Development teams as needed in order to contribute and expand upon the company’s knowledge management database and product offerings.• Serve as an advocate for customers and help define ways to continually add value to the customer experience.• Work with Enterprise level customers as well as single user customers.• Develop processes and project ideas to advance our products, support and services.• Contribute content to Knowledge Base and write customer facing technical documentation.• Telogis Certified Hardware Installer• Telogis Certified Fleet Administrator• Telogis Certified Navigation Administrator• Telogis Certified Route Planner

• Resolved customer issues and assist field technicians via phone and email queues related to hardware, software, and networking on mission-critical Enterprise server platforms. • Provided leadership and mentoring to new team members. • Resolved and directed technical and customer satisfaction issues to obtain maximum customer based satisfaction. Liaised between customers and internal teams to resolve issues. Served as Pod Leader assisting team members.• Resolved escalated issues without Team Lead assistance. Assisted in problem resolution for the Premier Customer queues.

• Supervised and coached Technical Call Center Agents and monitored performance on quality and productivity metrics.  • Guided teams in resolution of all escalations; technical help, and policy.  • Directed and resolved technical and customer satisfaction issues to obtain maximum customer based satisfaction.• Participated in building and planning of cross-functional projects to improve operational performance for the organization.  • Worked with management to grow and implement strategic plans, initiatives, and direction.  • Developed and implemented site-wide projects and initiatives to improve quality and productivity from L1 Agents.• Responsible for personal and professional development of key leaders and subordinates.  • Developed individual goals and objectives for Call Center front line teams.• Ensured Top Level Customer Experience from all L1 Agents via audits and support.• Filled in for management when needed for all team activities.  Liaise between customers and internal teams to resolve issues on all levels.

• Assisted and supported internal and external clients by trouble-shooting and resolving hardware and software problems. • Responsible for analysis of product related issues, repairing issues, or sending the appropriate trouble-shooting team for problem resolution.• Analyst for technical content of various internal pilot programs for data mining• Recognized as Gold and Silver Level Customer Experience Champion by providing top level customer experience and first time resolution.