Customer Service Engineer

Worldwide TechServices, LLC; Springfield (OR); On-site; USD 52,000 - 75,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Customer Service Engineer in Springfield, Oregon. The role focuses on diagnosing and repairing end-user computing devices, from desktops to printers, in a fast-paced environment.

Responsibilities include desk-side support, IMAC work, and clear communication of repair progress to customers and the service desk, while maintaining quality and policy compliance.

Qualifications

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
• End-user PC, desktop, laptop, tablet and printer repair experience.
• Familiarity with ITIL methodologies and service operations policies.

Responsibilities

• Troubleshoot and repair a range of PC hardware in end-user environments.
• Provide desk-side support and IMAC activities as required.
• Proactively communicate repair status, time estimates and arrival times to users.
• Maintain professional service quality and adherence to guidelines.

Skills

Customer-facing skills

Communication

Interpersonal skills

Instruction following

Physical ability

Repair kit ownership

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

All your information will be kept confidential according to EEO guidelines.