Sr. Customer Service Engineer

Worldwide TechServices; Geismar (LA); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology services provider located in Geismar, Louisiana is seeking a Sr Customer Service Engineer. This intermediate-level position involves troubleshooting and repair activities for technology products in an end-user environment. The ideal candidate will have technical school certification or equivalent experience, strong communication skills, and the ability to lift computer equipment. This role requires a proactive approach to customer service and adherence to established guidelines.

Qualifications

• Technical school certification or equivalent of 2-4 years of relevant experience.
• Maintain all required OEM Certifications as directed by Management.
• A+ certification is desired.

Responsibilities

• Perform basic and moderately complex troubleshooting and repair activities.
• Provide support to client identified VIPs.
• Respond to change management requests.
• Perform Install/Move/Add or Change (IMAC) activities.
• Display outstanding technical and professional services skills.
• Proactively communicate with end-users regarding repair status.

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

Education

Technical school certification or equivalent of 2-4 years of relevant experience

Job description

The Sr 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.

U.S. Citizenship is required for this position due to government contract requirements.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically in an end‑user environment, including but not limited to PCs, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs.
• Respond 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.
• Understand and follow 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 an offer of employment is extended.

Equal Opportunity Employer
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