Customer Service Engineer

Worldwide TechServices LLC; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Worldwide TechServices LLC is seeking a Customer Service Engineer located in New York, NY. This intermediate role involves troubleshooting and repairing technology products in an end-user environment.

The ideal candidate should have a technical school certification, relevant experience, and outstanding customer service skills. The position also requires communication with VIPs, performing routine repairs, and maintaining required certifications.

Qualifications

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
• Maintain all required OEM Certifications as directed by Management.
• 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 perform IMAC activities.
• Communicate with end-users about repair status.

Skills

Communication and customer-facing skills

Oral and written skills

Ability to follow instructions

Lifting equipment up to 50 lbs

Basic repair kit ownership

Education

Technical school certification or equivalent experience

Tools

Repair kit

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

• Perform 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.
• Respond 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.
• Additional requirements may exist if offer of employment is extended.

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.

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.