Customer Service Engineer

Worldwide TechServices; Carlsbad (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to provide intermediate-level repair and desk-side support for a range of technology products in an end-user computing environment. You will troubleshoot PCs, desktops, laptops, tablets, and printers and assist VIP clients with timely, professional service.

The role emphasizes proactive communication, adherence to service policies, and collaboration with the service desk to meet performance metrics.

Qualifications

• Requires a technical school certification or equivalent of 2–4 years of relevant experience.
• Maintains OEM certifications as directed by management and understands ITIL methodologies.
• A+ certification is desirable and additional customer-specific training may be required.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets, and printers in an end-user environment.
• Provide support to identified VIP clients.
• Respond to change management requests and install new PC equipment.
• Perform IMAC (Install/Move/Add/Change) activities and desk-side support.
• Demonstrate strong technical and professional service skills at all times.
• Meet customer service and operational metrics per guidelines.
• Communicate proactively with end-users and service desk on status and estimates.
• Follow documented service operations policies and procedures.
• Perform other duties as needed to meet business requirements.

Skills

Customer communication

Problem solving

Oral and written communication

Instruction following

Lift up to 50 lbs

Repair toolkit ownership

Education

Technical school certification or equivalent

Job description

The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs

Education and Experience

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience

Certifications and/or Qualifications

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required

Skills

• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
• Additional requirements may exist if offer of employment is extended

Equal Opportunity Employer

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