Customer Service Engineer

Description

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020 - 2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.

Prosource is looking for a Customer Service Engineer who will professionally represent the company as responsive, reliable, and customer-oriented through proficiency, cost effectiveness 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.

If you are mechanically inclined, like to work with your hands, and have a customer-first attitude, this position could be a great fit for you!

Requirements

Essential Activities and Responsibilities:

Hardware/Software Support (75%)

• Schedule service calls in a timely fashion that conforms to the contractual commitments
• Provide assistance in a break-fix fashion along with performing networking installations as required to meet our customer commitments on a daily basis
• Develop territory and inventory management skills with assistance to provide cost effective service
• Follow proper call-closing procedures
• Must maintain proper territory management
• Maintain tool kit, supplies, and accurate inventory
• Maintain effective relationships with customer and fellow employees
• Provide sales support as required (i.e. advising sales on problems at accounts, service leads).
  
  

Developmental (15%)

• Responsible for self-scheduling of required training courses to ensure necessary knowledge of all products offered by company. Training would include CBT courses offered by our vendors, classroom training or another authorized training facility.
• Show measurable progress in technical abilities, troubleshooting techniques and productivity
  
  

Administrative (10%)

• Complete customer care tickets, bi-weekly mileage report, inventory transfer sheets, connectivity installation forms, and online vacation and personal day requests in a timely and accurate manner.
• Establish an up-to-date electronic file of service manuals, parts books and other service literature and be familiar with their contents
  
  

Behavioral Traits, Attitudes, And Skills Required

• Assertiveness
• Good Communication Skills
• Decision Making Ability
• Takes Initiative
• Organized
• Good Problem-Solver
• Team Player
• Learner
• Excellent Customer Service Skills
• Professional
• Reliable
• Complies with Directives
• Understands Basic Digital Technology
• All Tasks will be Carried out Ethically, Legally, and Professionally
  
  

Prerequisites

• High school diploma or equivalent
• Technical school graduate or equivalent experience
• 0-2 years' experience related to technical repair of business equipment
• Have reliable transportation and a valid driver's license at all times
• Certificates/Registrations - none required to enter the position. Once in the position, Prosource requires the individual to achieve passing/certifications on associate and professional outward courses.
  
  

Physical Requirements

• Must be able to lift up to 50 lbs., 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, and VP of Service
  
  

Toughest Part Of The Job

• Must be able to work closely with vendors to ensure customer satisfaction is achieved with the least amount of downtime
• Thorough understanding of the models serviced
• Frequent interruptions, immediate demands
• Ability to balance multiple tasks simultaneously
  
  

Compensation

• Salary base and bonus plan based on performance. Some overtime may be required.