Engineer Specialist-Account Services

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

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.

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity 

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $72,000.00 and $134,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.

Salary : $72,000 - $134,000