-Escalation point for Support Delivery issues for Direct Customers, Distributors, Partners and Service Managers. These escalations can include RMA issues, install base integrity, misships, and service contracts as well as licensing queries. - Manage phone calls and emails from Sales, SE's, Customers and Primary Customer Care - Worked within a Case Manager system and call center environment as well as ACD system with various escalation Queue's -Helped with CRM testing for SAP and new ACD systems to enhance productivity as needed - Assist with training new employees and onboarding with new process and systems - Participate in meetings with Primary Customer Care team with one-off unique customer requests and developement of processes that comply with company policy -Interface with various outsourced programs including Asset recovery, logistics parts delivery, contracts setup, Technical engineers to achieve low cost high touch and achieve excess of 96% SLA's and CS metrics from customers in excess of 90% - Work with contract manufacturing operations and Agile system to find and identify parts for various reasons in order to avoid further customer escalations.