Customer Service Engineer

Worldwide TechServices, LLC; Vancouver (WA); On-site; USD 45,000 - 65,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Customer Service Engineer to perform intermediate repair tasks on end-user computing devices, including PCs, desktops, laptops, tablets, and printers. The role emphasizes strong communication with customers and VIPs and requires basic to moderate troubleshooting.

You will handle IMAC activities, desk-side support, and follow ITIL-based service processes while meeting customer satisfaction targets and adhering to policy guidelines.

Qualifications

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

Responsibilities

• Troubleshoot and repair PC hardware and peripherals in end-user environments.
• Provide desk-side support to clients and VIPs.
• Install, move, add or change (IMAC) activities.
• Perform desk-side support and related tasks.
• Communicate repair status and time estimates to users and service desks.
• Adhere to documented service operations policies and procedures.
• Carry out other duties as needed to meet business needs

Skills

Communication skills

Interpersonal skills

Follow instructions

Physical ability to lift 50 lbs

Education

Technical school certification or equivalent experience

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.