The people that make up the Wilmac Pack are instrumental in the success and growth of the company. This blog series will be based around Wilmac’s employees so you can get to know them better. Starting with our innovative and hardworking Field Service Technician, meet David Yoon. 

Q: How long have you been at Wilmac and what do you do here? 

I started at Wilmac about 4 years ago. After initially providing dedicated support to a tier one bank, I transitioned into working with Wilmac’s other major accounts. In my current role, I support the NICE trading floor and contact center products such as NTR, Engage, and Compass. 

Q: What drew you to Wilmac originally? And how has Wilmac changed since you started? 

I joined Wilmac as part of a new contract to provide on-site voice recording support to an account with a tier one bank. I learned about Wilmac’s supportive and stable company culture from talking to industry contacts and thought it would be a good fit for me. Recently, Wilmac has added improved internal processes and standards. Wilmac is also expanding services into new product lines. 

Q: What motivates you to wake up and go to work every day? 

My family inspires me to face the challenges a new day brings. As a father to a 9-year-old boy, setting and following good examples is an important motivating factor. The challenge of solving difficult problems and keeping customers satisfied also motivates me to stay engaged throughout the day. 

Q: Walk us through a day in the life. 

At the start of my workday, I organize the day’s work and take action on items that need follow-up. Throughout the day, I work on installation projects and operational support tickets, collaboratively with customer contacts or independently, depending on the situation. I also work with vendor contacts when needed and communicate with the internal Wilmac team. 

After work, I handle childcare duties including pickups and drop-offs from school and extracurricular activities. Depending on the day, I may try to get some exercise after dinner and spend time with family. 

Q: Any success story or fond memory you’d like to share from working at Wilmac?

One example that comes to mind was a special development effort worked jointly with NICE and a tier one bank. The customer needed Compass Recording Check and Reconciliation reports emailed daily, which was not an out-of-the-box feature. It was a difficult process, requiring multiple iterations of new customer input, followed by re-development. In the end, the customers’ needs were successfully met, thanks to contributions from all sides. It was a good reminder that even very complex problems can be solved with proper teamwork. 

Q: What’s the best advice you can give to someone who just started working in services?

Find a good balance between working on issues independently and engaging team members and/or outside resources. In many cases, the solution is available in existing product documentation or past case notes. Investing the appropriate amount of time for independent research and troubleshooting is worthwhile since it adds to the learning experience. However, if the usual resources have been exhausted or the issue seems uncommon, don’t delay asking for help via team chat group, escalation to vendor contacts, and so on. 

Q: What do you like to do when you’re not working?

In my spare time, I enjoy outdoor activities and playing games with family and friends. Some of my favorite pastimes are tennis, billiards, and hiking. After not picking up a tennis racquet for more than a decade, I started playing recreationally a little over a year ago. It’s been a very enjoyable and rewarding experience – learning proper techniques and playing with club players and friends. I also enjoy working on personal projects with my son involving creative writing and video editing. 

David is a key component to Wilmac’s Service Team and shows a great perspective on solving problems to satisfy our customers. To learn more about the creative individuals who make up the Wilmac Pack and are fully committed to serving your organization, contact Wilmac.