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Customer Service Engineer

3 months ago

Huntington, United States ProSource Full time

Job Type

Full-time

Description

Prosource, the region's leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization: including alignment, execution, and connection, just to name a few.

Major Goals and Responsibilities:

Professionally represent Prosource as a responsive, reliable customer-oriented company through technically proficient, cost-effective and timely service. Demonstrate an ambitious learning desire, strong employee traits such as attendance and punctuality, as well as good interactive skills.

Works with the key operator and appropriate customer representative to verify the problem. Diagnoses and repairs the machine, replacing defective parts as necessary. Tests the machine and has the key operator verify the satisfactory operation. Performs preventative maintenance and other machine refurbishments, etc., as required.

Requirements

Essential Activities :

  • Monitor service calls utilizing auto dispatch system (voicemail and email) and update Prosource Sales or Customer Service Center about the status of the account
  • Alert other technicians/and manager of any call that is in excess of what can be completed within existing customer commitments and expectations.
  • Call every customer within 30 minutes after acceptance of a service call. Attempt to resolve remotely or provide the customer with an estimated time of arrival that will fulfill their needs. Plan the order of service calls so that a minimum of five service calls per day is completed while still maintaining all customer commitments. Notify all customers regarding all delays or changes to scheduling.
  • The technician is responsible for completing all preventative maintenance and emergency calls within their assigned territory. Inform manager of the parts status for incomplete calls and complete those calls on a priority variance. Manage your territory and close each service call through the auto dispatch system.
  • The technician is responsible for completing 40 hours of both technical and non-technical training per year.
Behavioral Traits, Attitudes & Skills Required :
  • Socially non-aggressive and non-assertive when dealing with customers
  • Good questioning and good listening skills with a friendly and receptive attitude
  • Above average behavioral energy level
  • Project a clean and professional business appearance
  • Punctual
  • Good communication skills
  • Friendly
  • Empathetic
  • Excellent customer service skills
Prerequisites (i.e., education, experience):
  • High school diploma or equivalent.
  • Technical school graduate or related experience.
  • Clean & valid driver's license.
Physical Requirements :
  • Must be able to drive a vehicle to perform all service calls for an 8-hour workday.
  • Must be able to carry tool bag and parts (40-80 lbs.) to every service call.
  • Must be able to stoop and bend over office equipment throughout the day.
  • Must be able to lift and/or move copiers and accessories (approximate weight: 25-400 lbs.)
Toughest Part of the Job :
  • The technicians are empowered with the authority to make the correct business decisions to ensure customer satisfaction within an assigned geographic area.
Compensation :
  • Salary with bonus based on performance.