Customer Service Engineer

Worldwide TechServices Open•Dearborn, MI

About The Position

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.

Requirements

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
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

Nice To Haves

A+ certification is desired
May require additional customer-specific certifications or training as required

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