Customer Service Engineer III - Prosource

About the role

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 both the installation process and through routine service calls.

Responsibilities

• Hardware/Software Support (75%)
  • Schedule service calls in a timely fashion that conforms to contractual commitments.
  • Provide assistance in a break-fix fashion along with performing networking installations as required to meet customer commitments on a daily basis.
  • Service product line without assistance.
  • Service low & mid volume color as needed in territory.
  • Troubleshoot basic printing issues, determining between printer or network issue.
  • Set up scanning feature and install equipment in a peer-to-peer environment.
  • Provide technical assistance to other technicians or manager when needed for service issues.
  • Maintain tool kit, supplies, and accurate inventory for assigned territory.
  • Must maintain the minimum calls per day average.
  • Maintain effective relationships with customer and fellow employees.
  • Provide sales support as required (i.e., advising sales on problems as accounts, service leads).
• Developmental (15%)
  • Schedule required training courses to ensure trained on all products offered by the company, including CBT courses, classroom training, or other authorized training.
  • Establish an up-to-date file of service manuals, part books and other service literature using the issued desktop and develop familiarity with contents.
  • Lead seminars during technical meetings to help improve productivity on equipment performing below the national average performance.
• Administrative (10%)
  • Fill out customer care tickets, bi-weekly mileage report, inventory transfer sheets, connectivity installation forms, online vacation requests, and personal day requests timely and accurately.

Requirements

• High school diploma or equivalent.
• Associate degree in Electronics, Electrical Technology, Computer Technology / Technical School Graduate or a related technical field.
• 7+ years of 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 50 lbs.
• Must 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
• 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 and immediate demands.
• Ability to balance multiple tasks simultaneously.

Pay

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.