Customer Service Engineer

Worldwide TechServices; Dearborn (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer in Dearborn, Michigan. This intermediate position involves troubleshooting and repairing technology products in an end-user environment. Responsibilities include providing desk-side support, handling IMAC activities, and engaging with clients to maintain high service satisfaction. Ideal candidates possess a technical school certification or equivalent experience and A+ certification is desired. Strong communication and customer-facing skills are essential.

Qualifications

• Typical requirements include technical school certification or 2-4 years of relevant experience.
• Maintain all required OEM certifications as directed by Management.
• Knowledge of relevant software and hardware systems is necessary.
• Understanding of ITIL methodologies is preferred.
• A+ certification is desired.

Responsibilities

• Perform troubleshooting and repair activities in an end-user environment.
• Provide support to client identified VIPs.
• Respond to change management requests and support activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Display outstanding technical and professional services skills.

Skills

Communication Skills

Customer-facing Skills

Technical Troubleshooting

Interpersonal Skills

Ability to Follow Instructions

Equipment Handling

Education

Technical School Certification or Equivalent Experience

Tools

Basic Repair Kit

Job description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

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.

Qualifications

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.
• 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.