Customer Support Tech I

3 months ago

Columbia, United States Electro Rent Full time

Overview:

Company Profile:

Electro Rent is a leading global provider of test and technology solutions that enable its customers to accelerate innovation and optimize investments. Electro Rents rental, lease, sales, and asset management solutions serve industry-leading innovators in communications, aerospace, and defense, automotive, energy, education, and general electronics and have done so since 1965.

Position Summary:

The Customer Support Technician I provides pick-up and delivery of equipment using Company van. In accordance with Company policies and procedures, provides on-site configuration and installation services as well as technical assistance to enhance the value of Electro Rent for customers. Supports Customer Support Supervisor/Manager in administering CST activities. Assists with packaging, shipping, and receiving of equipment to and from Distribution Centers, as necessary. Configures/maintains most equipment.

Responsibilities:
  • Installs computer equipment at customer sites, verifies accessories, and performs minor repairs and equipment exchanges as needed
  • Configures computer product orders per technical notes. Typically works on simpler or standard configurations
  • Test equipment using TSD (Technical Standards Documents) compliance documents to ensure equipment quality
  • Performs end of rent equipment checks. Verifies accessory and damage status, research missing accessories
  • Provides technical assistance in resolving customer support issues on-site, by phone or by E-mail
  • Sets up or tears down equipment for exhibitions and shows. Performs warehouse duties including pulling orders and shipping/receiving products shipped by common carriers
  • Enters all incoming and outgoing orders and stock transfers using the Company's database
  • Drives Company van to deliver and pick up equipment at customer's site
  • Maintains delivery vehicles in safe and clean operating condition per ERT Weekly Inspection form
  • Occasionally performs other tasks and special projects as assigned
Qualifications:
  • Knowledge typically gained through (1) one years experience in PC troubleshooting or setup
  • Requires a maintained, good/clean driving record. Must be insurable by Company's liability insurance carrier
  • Must be able and willing to work overtime with little or no notice
  • Must be able and willing to perform overnight travel that may require air transportation
  • Must be able to access, input and retrieve data from Company database.
  • Ability to perform the required physical elements of the job (listed below)
  • Must be detail oriented and have the ability to simultaneously work multiple assigned tasks
  • Good communication and customer service skills are required. Must also possess good technical writing skills.
  • Drivers License. Driving record must qualify for insurance on company insurance policy

*Pay rate between $20 and $22 an hour depending on experience

*This position is located onsite at our Columbia, MD facility 5 days a week

Experience & Education

  • Experienced gained from working with computers in a professional environment is preferred.
  • College/technical school course work with certificate of completion is preferred

Measurement of Performance

  • Productivity in transporting equipment to and from customers within Company guidelines
  • Ability to resolve equipment issues at the customer's site in a professional and service-oriented manner
  • Accuracy of testing and repair comments, data collection, data input and local inventory integrity
  • On time shipment of orders requiring configuration
  • Effective and efficient utilization of time in support of office goals
  • General performance as defined by standard company performance evaluation form

Relationships

  • Reports to Customer Support Supervisor/Manager, may be directly supervised by leads
  • Maintains good rapport with customer contacts and other end users
  • Works with regional sales offices to uncover additional customer needs and ensure correctness of pending orders
  • Helps the other technicians in the office to insure an even distribution of work and an efficient workflow
  • Works closely with Customer Service Center and Distribution Centers on order exchanges, pick-ups and deliveries

Physical Requirements

  • All positions will require, to some degree, the physical abilities described below to perform the essential functions of the job
  • Work the expected hours, consistently arrive at work at the agreed time and follow Company rules and guidelines regarding breaks and meal periods. Full time is typically considered to be 40 hours per week
  • Communicate effectively, both oral (in person and on the phone) and written.
  • Move around and through all work areas as needed, may include climbing stairs or ladders
  • Lift and/or move up to 50 pounds (i.e. books, reports, binders etc.)
  • Regularly sit at the assigned workstation
  • Use keyboard or equivalent equipment, to access the computer
  • Use hands to manipulate documents and general paperwork to view contents
  • Read documents, reports, files etc.
  • Communicate effectively using the telephone

Electro Rent is the largest, most comprehensive test equipment services provider for market-leading customers around the world. We are focused on delivering outstanding service for customers across a broad range of industries including Aerospace/Defense, Telecommunications, Mobile/Computing, Power & Industrial, Automotive, Medical, Education, New Space, Data Products Rental and more. With 1.1 billion of inventory, immediate shipping to over 100 countries, and a world-class accredited calibration and repair lab, our team of experts solve tough technical and financial challenges related to testing.

Electro Rent is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

All offers of employment are contingent upon the completion of a pre-employment background investigation that may consist of, but is not limited to, a: pre-employment drug & alcohol screen, criminal background investigation, and documentation required by the Immigration Reform & Control Act of 1986 or other applicable regulations. During the background investigation process, a record of conviction or other adverse issues will not necessarily disqualify a candidate from employment. Electro Rent will consider factors such as 1) the length of time that has passed since the offense or adverse issue; 2) age at the time of the offense or adverse issue; 3) the severity and nature of the offense or adverse issue; 4) the relationship of the offense or adverse issue to the position for which you have applied, and 5) evidence of rehabilitation. Additionally, candidates who refuse to submit to a drug and alcohol test or who fail to show up for a drug test within the required time will no longer be considered for employment, and any offer of employment will be rescinded.

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