Customer Service Engineer

Worldwide TechServices LLC; Michigan; On-site; USD 40,000 - 60,000; Full time

Job summary

A technology services company is seeking a Customer Service Engineer in Michigan to perform troubleshooting and repair of technology products. The ideal candidate will possess technical school certification or relevant experience, as well as outstanding communication and customer service skills. This role involves providing support to VIP clients and assisting with PC installations and repairs. Basic repair kit ownership is required. This position is a great opportunity for someone looking to grow in a technology-based environment.

Qualifications

• 2-4 years of relevant experience in technology-based product repair.
• Maintain required OEM Certifications.
• Knowledge of software and hardware systems.
• Understanding of ITIL methodologies.

Responsibilities

• Perform troubleshooting and repair of PCs, laptops, and printers.
• Provide support to VIP clients.
• Respond to change management requests for PC installations.
• Perform desk-side support activities.
• Communicate with end-users regarding service metrics.

Skills

Communication skills

Customer-facing skills

Interpersonal skills

Ability to lift and move computer equipment

Basic repair kit ownership

Education

Technical school certification or equivalent experience

Job description

Overview

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 PCs, 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 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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.