Darrell Householder
Germantown,MD
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
23
23
years of professional experience
Work History
Level 2 Technical Support Representative
Schnieder Electric
10.2012 - Current
- Support Field Service Representatives with troubleshooting/repairs on 3 Phase Secure Power Equipment.
- Acted as an escalation point for Level 1 support representatives when faced with complex or difficult cases requiring advanced expertise.
- Upheld company security protocols by diligently verifying customer account information before providing assistance or making changes.
- Anticipated potential user challenges after software updates/releases; preemptively developed troubleshooting guides to aid both clients and fellow technicians.
- Supported diverse clientele by offering bilingual technical assistance when needed, improving overall customer satisfaction.
- Diagnosed and troubleshot hardware, software and network issues.
Senior Field Service Representative
MGE/Schneider Electric
02.2001 - 10.2012
- Enhanced customer satisfaction by providing timely and efficient field service support.
- Coordinated scheduling, prioritizing urgent requests while maintaining excellent time management skills.
- Participated in regular training sessions to stay up-to-date on emerging technologies relevant to our field operations.
- Improved client retention rates by building strong relationships and consistently exceeding expectations.
- Expedited resolution of complex technical issues by leveraging expertise across various product lines.
- Maximized equipment lifespan through proactive preventative maintenance measures.
- Reduced equipment downtime by promptly resolving technical issues and malfunctions.
- Collaborated with cross-functional teams to ensure the successful implementation of new technology and services.
- Identified opportunities for upselling additional products or services, increasing revenue potential for the company.
- Delivered exceptional customer service, addressing clients'' concerns in a professional manner and offering solutions tailored to their needs.
- Provided extensive on-site training to customers, ensuring proper use of equipment and minimizing future issues.
- Mentored junior team members, sharing knowledge and experience to foster their growth within the organization.
Education
Electromechanical Technoloy - Electronics Technology
Montgomery College
Rockville, MD01.1982
Skills
- Diagnostic Testing
- Customer Service
- Remote Support
- Product Troubleshooting
- Technical issues analysis
- Service support
- Issue Troubleshooting
- Technical Troubleshooting
- Customer service expert
- User Support
- Technical Support
- Teamwork and Collaboration
- Problem-Solving
- Active Listening
- Friendly and Patient
Timeline
Level 2 Technical Support Representative
Schnieder Electric
10.2012 - Current
Senior Field Service Representative
MGE/Schneider Electric
02.2001 - 10.2012
Electromechanical Technoloy - Electronics Technology
Montgomery College
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