Customer Service Engineer

Worldwide TechServices; North Olmsted (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer at an intermediate level to troubleshoot and repair a range of technology-based products in end-user environments, including PCs, desktops, laptops, tablets and printers.

You will support VIP clients, handle desk-side service, IMAC tasks, and ensure service metrics and customer satisfaction are met. Candidates typically have technical school certification or 2–4 years of relevant experience and hold OEM certifications; A+ is desirable.

Qualifications

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

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers in end-user environments.
• Provide support to client identified VIPs.
• Respond to change management requests including installing new PC equipment and end-user desk-side support.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities.
• Communicate repair status and time estimates to end-users and service desk.

Skills

Communication skills

Customer-facing

Oral/written communication

Interpersonal skills

Instruction following

Education

Technical school certification

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

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.