Customer Service Engineer

Worldwide TechServices • Andover, MA

2d

About The Position

The Customer Service Engineer is an intermediate position responsible for repairing a variety of technology-based products typically used in end-user computing environments. The role provides desk-side and end-user support, including troubleshooting, repair, equipment installation, and related service activities. The engineer is expected to deliver strong technical and professional service, meet customer satisfaction and operational metrics, communicate repair status and timing, and follow documented service policies and procedures. Other duties or certifications may be assigned to meet business needs.

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.
• Excellent communication and customer-facing skills.
• Strong oral, written, and interpersonal skills.
• Ability to follow instructions and processes with minimal instruction.
• Ability to lift or move computer equipment weighing 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

• Perform basic and moderately complex troubleshooting and repairs of end-user equipment, including PCs, desktops, laptops, tablets, and printers.
• Provide support to client-identified VIPs.
• Respond to change management requests, including installing new PC equipment and providing end-user desk-side support.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities.
• Display outstanding technical and professional services skills.
• Meet established customer service satisfaction levels and operational/customer service metrics.
• Proactively communicate with end users and service desk personnel about arrival times, estimated repair times, and repair status.
• Understand and follow documented service operations policies and procedures.
• Complete other duties or certifications as assigned to meet business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed