Associate Engineer-Account Services

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 #VTeamLife.

As an Assoc Engr-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.

• Performing in-depth research of assigned problems to identify resolution options, select the best option, document these options, and resent information to relevant team members and implement approved resolutions.

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

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

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

• Monitoring the client's performance.

• 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 enhance processes and improve the customer experience consistently.

• Generating, creating, and formatting custom reports.

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.

The Assoc Engr-Account Svcs 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.

• Bachelor's degree or one or more years of relevant experience required, demonstrated through work experience and/or military experience.

• 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:

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

• Experience in working with cross-functional teams across all levels of the organization.

• Experience in problem-solving, analysis, and research.

• Experience in BGCO.

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

• Experience in project management and organization.

• Experience in managing and delivering results.

• Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team - all in a remote environment.

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.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.