Customer Service Engineer Resume Guide

Customer Service Engineers provide technical assistance to customers who are experiencing problems with products or services. They diagnose and troubleshoot issues, answer customer inquiries, recommend solutions and follow up to ensure resolution. Additionally they may assist in product installation or configuration as well as providing training on how to use the product.

You have a knack for providing exceptional customer service, but employers don’t know about it yet. To get their attention and demonstrate your qualifications, you must create an eye-catching resume that highlights your talents.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Customer Service Engineer Resume Sample

Rhett Stoltenberg
Customer Service Engineer

[email protected]
627-451-4631
linkedin.com/in/rhett-stoltenberg

Summary

Driven customer service engineer with 5+ years of experience providing technical support and troubleshooting for software products. Specializing in customer satisfaction, problem resolution, and process improvement to ensure a positive user experience. At XYZ Inc., improved the average response time for customers from 6 hours to 2 hours by streamlining processes and instituting best practices. Experienced in working across multiple platforms/technologies including Windows, Linux & MacOSX systems.

Experience

Customer Service Engineer, Employer A
Glendale, Jan 2018 – Present

Listened attentively to customer inquiries and complaints, resolving 200+ technical issues per month with a satisfaction rate of 95%.
Represented the company in a professional manner while attending to customers’ needs; achieved an average handle time reduction of 15 minutes within 6 months.
Addressed escalated client concerns by providing timely solutions and following up on open cases for closure; successfully resolved 70% complex customer queries within 24 hours.
Successfully implemented process enhancements that increased overall customer service efficiency by 30%; improved user experience surveys from 3/5 stars to 4/5 stars in 12 months period.
Facilitated training sessions for team members on troubleshooting techniques, quality assurance principles, new technologies & tools as well as industry best practices; reduced onboarding times for new hires by 25%.

Customer Service Engineer, Employer B
Paradise, Mar 2012 – Dec 2017

Revised customer service processes and procedures, resulting in a 40% reduction of customer complaints within 6 months.
Substantially improved customer satisfaction ratings by researching and overhauling existing protocols for working with customers; achieved an average score increase of 15%.
Mentored new team members on the basics of customer service engineering to ensure that they could provide quality support from day one; trained 10+ staff over 2 years.
Optimized ticket response times across multiple channels (phone, email & chat) which then decreased resolution time by 30%.
Investigated technical issues reported by customers and utilized problem-solving techniques to resolve 80% of cases within 1 hour or less.

Skills

Troubleshooting
Electronics
Testing
Technical Support
Engineering
Computer Hardware
Networking
Software Installation
Field Service

Education

Bachelor of Science in Computer Engineering
Educational Institution XYZ
Nov 2011

Certifications

Certified Customer Service Professional (CCSP)
International Customer Service Association
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

Your resume summary should be a short and concise overview of your customer service engineering experience. In this section, you can highlight the technical skills that make you an ideal candidate for the job, such as knowledge in troubleshooting software issues or providing support to customers over phone/email. Additionally, mention any certifications or awards related to customer service engineering that demonstrate your expertise in this field.

Below are some resume summary examples:

Seasoned customer service engineer with 8+ years of experience in troubleshooting and resolving software-related customer issues. Highly skilled at diagnosing, isolating, and repairing hardware/software faults using advanced tools. Successfully resolved 90% of reported incidents within the first 24 hours while working for XYZ Corporation. Seeking to join ABC Company as a Customer Service Engineer to leverage my expertise in delivering exceptional customer service experiences.

Reliable customer service engineer with 5+ years of experience in providing technical support and troubleshooting complex customer issues. Proven track record of delivering exceptional customer satisfaction by identifying and resolving problems quickly. Superior communication skills, both verbal and written, to ensure customers are kept informed throughout the process. Skilled in using multiple CRM tools for automated problem tracking & resolution management processes.

Dependable customer service engineer with 7+ years of experience providing technical support, troubleshooting software and hardware issues. At XYZ, led a team that reduced customer complaints by 30%. Skilled in working autonomously as well as collaboratively to resolve complex customer inquiries quickly and efficiently. Proven ability to build strong relationships with customers while ensuring satisfaction through exceptional problem-solving skills.

Detail-oriented customer service engineer with 5+ years of experience in troubleshooting and resolving customer-reported technical issues. Proven track record for providing first call resolution rate of 92% and delivering excellent customer satisfaction scores. Seeking to join ABC Tech as a Customer Service Engineer, leveraging my expertise in hardware/software installations, maintenance, and repairs to improve the company’s reputation.

Amicable customer service engineer with 5+ years of experience resolving technical issues for clients. Adept in troubleshooting software and hardware problems, providing clear instructions to customers, and improving customer satisfaction ratings. Seeking to join ABC Tech as the next Customer Service Engineer where I can apply my expertise towards helping a global client base resolve their technical issues quickly and effectively.

Proficient customer service engineer with 10+ years of experience in providing technical support and troubleshooting complex customer issues. Skilled at applying creative solutions to solve intricate problems quickly, while maintaining a high level of customer satisfaction. Proven track record for developing lasting relationships with customers by delivering quality services on time and within budget constraints.

Accomplished customer service engineer with 8+ years of experience providing technical expertise and customer support to a wide range of clients. At XYZ, achieved 99% customer satisfaction rating by responding promptly to inquiries and troubleshooting problems. Seeking an opportunity at ABC Company where I can utilize my problem-solving ability to help customers find solutions quickly.

Diligent customer service engineer with 5+ years of experience in troubleshooting, problem-solving, and providing technical support for customers. Proven track record of exceeding customer satisfaction goals by quickly identifying issues and resolving them through effective communication. Seeking to apply expertise at ABC Company to ensure quality customer service experiences.

2. Experience / Employment

The employment (or experience) section of your resume is where you provide details about your work history. This should be written in reverse chronological order, meaning the most recent job comes first.

When writing this section, stick to bullet points; doing so makes it easier for the reader to quickly digest what you have to say. You want to take some time and think of the specifics of what you did and any tangible results or accomplishments that resulted from it.

For example, instead of saying “Provided customer service,” try something like: “Responded promptly and efficiently to customers’ inquiries via phone calls and emails while maintaining a 90% satisfaction rate.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Assisted
Resolved
Responded
Addressed
Monitored
Investigated
Troubleshot
Diagnosed
Educated
Advised
Collaborated
Listened
Interacted
Documented

Other general verbs you can use are:

Achieved
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Introduced efficient customer service policies, procedures and plans that improved response time by 30%, resulting in a 20% increase in overall customer satisfaction.
Participated actively in the development of various technical support programs for customers, helping to resolve over 500 queries every month with an average resolution rate of 98%.
Developed user-friendly FAQs and troubleshooting guides that cut down on repeat inquiries from customers and reduced call center wait times by 40%.
Accurately diagnosed problems using advanced diagnostic techniques within 2 minutes on average; successfully resolved 85% of issues without escalating them further or involving other teams/departments.
Achieved company targets 3 months ahead of schedule while maintaining high quality standards; received several commendations from superiors for outstanding technical expertise & client handling skills during tenure at organization.

Assisted over 150 customers with technical problems on a daily basis, resolving 80% of cases within the first call and performing follow-up calls to ensure full customer satisfaction.
Coordinated with other departments in order to troubleshoot complex cases and provide comprehensive service solutions; achieved a 95% customer retention rate over two months.
Diagnosed hardware/software issues quickly using remote access tools, replaced faulty parts as needed, and restored operational efficiency for more than 200 machines each month.
Educated customers about product features & capabilities through detailed demonstrations that increased their ability to use products efficiently by 20%.
Effectively communicated technical information to nontechnical personnel in an understandable manner; reduced training time for new staff members by 25 hours per person on average.

Reorganized customer service IT infrastructure and improved customer support processes, reducing wait times by 25% and increasing customer satisfaction scores from 83% to 92%.
Reduced costs associated with product repair services by 30%, through the implementation of automated diagnostic systems on customers’ devices.
Documented all customer inquiries into a centralized database for easy reference, resulting in a 50% decrease in duplicate tickets generated monthly.
Formulated strategies to improve call resolution timeframes by 35%, leading to an overall reduction in escalated calls of 15%.
Reliably provided technical advice and troubleshooting assistance over phone, email or chat channels; handled 1,000+ queries per week without any complaints or delays.

Prepared and implemented customer service plans to improve overall customer satisfaction ratings by 10%, resulting in a 40% increase in repeat business over 6 months.
Thoroughly inspected and troubleshot hardware, software, network systems and other IT infrastructure for over 200 customers on a daily basis; successfully resolved 95% of all technical issues within 1 hour per request.
Monitored and maintained ticketing system database with up-to-date information regarding customer requests, resolving them promptly while keeping the average response time under 30 minutes.
Utilized different remote support tools such as TeamViewer, WebEx and GoToMeeting to provide fast assistance from afar when necessary; reduced travel costs associated with onsite visits by 20%.
Structured outbound calls for sales campaigns targeting new prospects or existing clients offering additional services & products; closed 7 deals worth $15k each during the last quarter alone.

Demonstrated exceptional customer service to assist over 500 customers daily in resolving technical queries, resulting in a 25% increase in customer satisfaction ratings.
Interacted with clients via phone and email to accurately troubleshoot hardware and software issues; identified root causes of problems within an average time frame of 1 hour per case.
Spearheaded the implementation of new customer support strategies that reduced response time by 2 hours for urgent inquiries and improved overall efficiency by 20%.
Proficiently used CRM tools such as Salesforce, Oracle Service Cloud & Zendesk to track cases, log details into databases & generate reports on request from management team members.
Advised customers on best practices while using products or services offered; provided detailed instruction manuals upon requested resolution completion timescales of less than 24 hours for 80%+ cases handled each month.

Resolved over 200 customer service issues over the phone, via email and in-person each month with a 95% satisfaction rate.
Actively monitored all incoming customer inquiries, responding promptly to requests for information or assistance within 24 hours of receiving them.
Compiled detailed reports on customers’ complaints and feedback which were used to enhance product development processes; reduced consumer dissatisfaction by 23%.
Improved customer experience through regular follow up calls & emails after every support case closed; improved NPS score from 6/10 to 8/10 in just three months!
Collaborated with management team members to develop strategies for addressing complex customer service challenges; successfully implemented solutions that resulted in an increase of sales revenue by $5000 per quarter.

Responded to over 200 customer inquiries and service requests daily, resolving technical issues in a timely manner while providing superior customer support.
Independently troubleshot complex software systems to identify root causes of malfunctions; reduced system downtime by 75%.
Troubleshot hardware components such as modems, routers and switches with expertise, enabling customers’ immediate access to the internet within an hour on average.
Expedited resolution processes for urgent cases to ensure that clients experienced minimal disruption; increased satisfaction ratings from 80% to 95%, resulting in 10 additional sales contracts secured per month.
Streamlined operations process across multiple departments through automation efforts, cutting costs by 20% annually without sacrificing quality standards or client services experience.

3. Skills

Skill requirements will differ from employer to employer – this can easily be determined via the job advert. Organization ABC may require a customer service engineer to have experience in using Salesforce, while Organization XYZ may prefer someone with knowledge of Zendesk.

It is important to tailor the skills section of your resume for each job you are applying for because many employers use applicant tracking systems these days. These computer programs scan resumes and filter out those that don’t contain certain keywords related to the specific role they’re looking to fill.

Once listed here, it’s also beneficial if you can elaborate on some of your most relevant skills in other areas such as the summary or experience sections.

Below is a list of common skills & terms:

Active Directory
Automation
Biomedical Engineering
Computer Hardware
Continuous Improvement
DICOM
Data Center
Electronics
Engineering
Field Service
Hardware
Integration
Linux
Manufacturing
Medical Devices
Medical Imaging
Networking
Preventive Maintenance
Printers
Process Improvement
Security
Security Clearance
Servers
Software Installation
TCP/IP
Team Leadership
Teamwork
Technical Support
Telecommunications
Testing
Troubleshooting
VMware
Windows
Windows 7
Windows Server

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have no prior experience, mention your education below the objective statement. However, if you have significant work experience to showcase, omitting the education section is perfectly acceptable.

If an education section is included, try to emphasize courses that relate directly or indirectly to customer service engineering such as business communication classes or software development courses.

Bachelor of Science in Computer Engineering
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your knowledge and proficiency in certain areas. They can show potential employers that you have taken the time to invest in yourself, and are committed to staying up-to-date with industry trends.

Include any certifications relevant to the job you’re applying for on your resume, as this will give hiring managers an idea of how qualified you are for the role.

Certified Customer Service Professional (CCSP)
International Customer Service Association
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Rhett Stoltenberg, this would be Rhett-Stoltenberg-resume.pdf or Rhett-Stoltenberg-resume.docx.

7. Cover Letter

Including a cover letter with your job application is a great way to stand out from other applicants. A cover letter should be 2 to 4 paragraphs in length and provide additional details about yourself, such as why you’re the best candidate for the role and what unique skills or experiences you bring to it.

Cover letters are not always required when applying for a job, but they can make all the difference in helping you land an interview by showing recruiters who you really are beyond just your resume.

Below is an example cover letter:

Dear Juanita,

I am writing to apply for the Customer Service Engineer position at XYZ Corporation. With experience in technical customer service and a strong background in engineering, I am confident I can be an asset to your team.

In my current role as a Technical Customer Service Representative at ABC Corporation, I provide support to customers with complex technical issues. I use my engineering knowledge to troubleshoot problems and find solutions that meet the customer’s needs. I also work closely with the engineering team to resolve product defects. In addition, I train new customer service representatives on company policies and procedures.

My excellent communication and problem-solving skills have resulted in high levels of customer satisfaction. In my most recent customer satisfaction survey, 98% of respondents said they were satisfied or very satisfied with my performance. My ability to build rapport with customers and understand their needs makes me an ideal candidate for this position.

I would welcome the opportunity to discuss how I can contribute to your team’s success at XYZ Corporation. Thank you for your time and consideration.

Sincerely,

Rhett