Customer Service Engineer

Worldwide TechServices; Phoenix (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to perform intermediate repair tasks on technology-based products used in end-user computing environments. You will troubleshoot PCs, desktops, laptops, tablets, and printers while delivering excellent desk-side support for VIP clients.

The role emphasizes strong communication, adherence to procedures, and the ability to lift equipment up to 50 lbs.

Qualifications

• Technical school certification or equivalent (2–4 years) is typically required.
• Proficiency with relevant software and hardware systems.
• ITIL knowledge is preferred.
• A+ certification is desired.
• May require additional customer-specific certifications or training.

Responsibilities

• Troubleshoot and repair PC hardware and end-user devices.
• Provide desk-side support, including installation, moves, adds, or changes (IMAC).
• Assist VIP clients and communicate status and estimates clearly.
• Maintain high levels of customer service and satisfaction metrics.
• Follow documented service operations policies and procedures.

Skills

Communication skills

Customer facing

Oral & written skills

Instruction following

Physical ability

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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