Customer Service Engineer

Worldwide TechServices; Southfield (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to troubleshoot and repair PCs, laptops, tablets, and printers in end-user environments. You will support VIP clients and handle desk-side configurations and change requests.

The role requires technical certification or 2–4 years of relevant experience, with ITIL knowledge and OEM certifications. A+ certification is preferred, and additional certifications may be required as needed.

Qualifications

• Technical school certification or equivalent of 2–4 years of relevant experience.
• Maintain OEM certifications as directed by Management.
• ITIL knowledge.
• A+ certification is desired.
• May require additional customer-specific certifications or training as required.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers in end-user environments.
• Provide VIP client support.
• Respond to change management requests (installing new PC equipment, end-user desk-side support).
• Perform IMAC activities (Install/Move/Add/Change).
• Conduct desk-side support activities.
• Demonstrate strong technical and professional service skills at all times.
• Meet customer service satisfaction levels and metrics.
• Proactively communicate with end-users and service desk regarding arrival times and repair status.
• Follow documented service operations policies and procedures.
• Other duties or certifications may be assigned as needed.

Skills

Communication skills

Oral and written communication

Follow instructions

Repair kit ownership

Education

Technical school certification or 2–4 years experience

Tools

Knowledge of software/hardware systems

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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