Customer Service Engineer III - Prosource

Vitis Technologies; Cincinnati, Northern (OH, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Prosource is seeking a field service technician to represent the company and deliver responsive, reliable customer service during installation and routine service calls. The role emphasizes hardware/software support, setting up devices, and solving printing/network issues across customer sites.

You will schedule service calls, manage inventory, and assist peers while maintaining high standards of professionalism and customer relations in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Associate degree or technical training in electronics/equipment servicing preferred.
• Industry certifications from manufacturers are desirable.

Responsibilities

• Hardware/Software support constitutes 75% of duties, including scheduling service calls and break-fix assistance.
• Install networking equipment, service existing color devices, and troubleshoot printing issues.
• Maintain inventory, train peers, and provide sales support as needed.
• Develop and follow service procedures; coordinate with vendors and customers.

Skills

Assertiveness

Communication

Decision Making

Initiative

Organization

Problem Solving

Planning

Teamwork

Learner

Customer Relations

Professionalism

Reliability

Compliance

Core Computer Knowledge

Independent Decision Making

Ethical Conduct

Education

High school diploma or equivalent

Associate degree in Electronics / Electrical Technology or related field

Job description

Description

Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2026. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.

Major Goals and Responsibilities

Professionally represents company as a responsive, reliable customer oriented company through proficiency, cost effective and timely service consistent with calls/units per day, utilization and effective approach to customer needs during the both the installation process and through routine service calls.

Requirements

Essential Duties and Responsibilities

Hardware/Software Support (75%)

• Schedule service calls in a timely fashion that conforms to the contractual commitments.
• Provide assistance in a break-fix fashion along with performing networking installations as required to meet our customer commitments on a daily basis.
• Services product line without assistance.
• Services low & mid volume color as needed in territory.
• Troubleshoots basic printing issues, determining between printer or network issue.
• Sets up scanning feature and installs equipment in a peer-to-peer environment.
• This position provides technical assistance to other technicians or manager when needed for service issues.
• Maintains tool kit, supplies, and accurate inventory for assigned territory.
• Must maintain the minimum calls per day average.
• Maintains effective relationships with customer and fellow employees.
• Provides sales support as required (i.e. advising sales on problems as accounts, service leads).

Developmental (15%)

• This role requires you to schedule yourself for the required training courses to ensure you're trained on all the products offered by the company. This training would include CBT courses offered by our vendors, classroom training or another authorized training facility.
• Establishes an up-to-date file of service manuals, part books and other service literature using the issued desktop and develops familiarity with contents.
• Leads seminars during technical meetings to help improve productivity on equipment that is performing below the national average performance.

Administrative (10%)

• This position requires each technician to fill out customer care tickets, bi-weekly mileage report, inventory transfer sheets, connectivity installation forms, online vacation request and personal day request timely and accurately.

Behavioral Traits, Attitudes and Skills Required

• Assertiveness
• Communication
• Decision Making
• Initiative
• Organization
• Problem Solving
• Planning
• Teamwork
• Learner
• Customer Relations Skills
• Professionalism
• Reliability
• Compliance with directives
• Competent with core computer knowledge
• Capable of making decisions with little intervention
• All tasks will be carried out ethically, legally and professionally

Required / Preferred Requirements

• High school diploma or equivalent.
• Associate degree in Electronics, Electrical Technology, Computer Technology / Technical School Graduate or a related technical field.
• 7+ years experience related to technical /repair of business equipment.
• Industry-related certifications are preferred and may include manufacturer-specific certifications (e.g., Canon, Ricoh, Xerox, Konica Minolta, Sharp, HP) or other relevant technical credentials.
• Operate a motor vehicle and have a Valid Driver's license at all times.
• Certificates, Registrations — Requires Emperon Connectivity Course. Must have completed Outward Associates & Professional Courses along with two Expert courses on the Learning Place.

Physical Requirements

• Must be able to lift up to 50lbs, be able to sit, stand or stoop for long periods of time.
• Must be able to work full time.

Primary people Contacts

• Customers, Logistics team, Service Managers and technicians, Parts Department, Customer Service and VP of Technical Service

Toughest Part of the Job

• Must be able to work closely with all vendors to ensure customer satisfaction is achieved with the least amount of downtime.
• Thorough understanding of all models serviced.
• Frequent interruptions, immediate demands.
• Ability to balance multiple tasks simultaneously.

Compensation Method

Competitive compensation package starting at $55,000, with higher compensation available for experienced candidates plus bonus plan based on performance. Some overtime may be required.

The undersigned acknowledges the receipt and understanding of the Success profile. I realize that this reflects a general list of responsibilities of the position as well as a general description of the work environment and the physical demands of the position. I understand that the Company may make alterations to this profile.