Field Service Technician

Job description

Contract to Hire position available ASAP for the Grand Rapids / Lansing territory for a Customer Service Engineer (Field Service Tech Retail)!

Company Overview

Our client is a service partner company that provides on-site IT related services throughout the United States and Canada. We are a process driven company that works together with our partners to provide optimal service delivery options to the desktop or data center based on your customer's requirement.

We are a private label offering that provides our partner the choice of branding and customer visibility. We provide a vast array of services and support offerings to facilitate your requirements on a customer-by-customer basis. Each customer has a specific call management procedure document detailing all special needs and requirements for that customer including all required reporting. With strong technical support, purchasing, parts and logistics teams, we are staffed and ready to deliver.

Position Summary

The Customer Service Engineer role provides complete support coverage for equipment assigned to a Managed Services customer to maintain the highest possible uptime for the customer. While the support extends from supply replenishment through finished output, including operation of the equipment and finishing devices, it also includes full break/fix repair of the assigned equipment.

• Ensures the equipment is set to optimal quality and performs full repair and replacement procedures to maintain peak standards of performance.
• Ensuring the output quality meets customer requirements by monitoring device performance and making adjustments as required.
• Engages Technical Resources when appropriate to support the client's business requirements.
• The work undertaken by the Service Technician is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.
• Provide support related to the operation and maintenance of the assigned client's equipment, including (as required) equipment consumables management.

Equipment Supported:

• Servers
• Point of Sale
• Network (LAN, WAN, WAPS)
• (IOT) internet of things
• Printers
• Security Cameras
• Workstations
• UPS
• VOICE/VOIP
• Mobility (Tablets, Price Checkers, Barcode Scanners)
• ISDM (TV's, Media Players ETC)
• Low Voltage (Testing/Repair)

Responsibilities

• Perform routine services to ensure equipment availability to client site users.
• Serve as the primary customer contact for providing all maintenance, production, and supply inventories of assigned equipment.
• Provide appropriate communication, support, and interface to on-site client base as to equipment status and availability.
• Proactively manage consumables and supplies replacement as required.
• Provide customer training on assigned products to improve end user knowledge of equipment functionality.
• Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage.
• Provide accurate and timely reporting of activities (as required) using activity reporting software and tools.
• Take responsibility for customer satisfaction through proper use of customer management skills and engaging of support personnel as required.
• Develop schedules & implement preventative and corrective maintenance services to maximize equipment uptime and performance.

Qualifications

• Industry work experience preferred
• Strong customer interaction/service skills
• At least 1 years of mechanical or break/fix knowledge is ideal
• Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise
• Identifies problems in straightforward situations, and makes sound decisions using standard procedures
• Works within established procedures with a moderate degree of supervision
• OEM Specific certifications a plus