Customer Service Engineer

DescriptionProsource, the Midwest 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.Major Goals And ResponsibilitiesProfessionally represents company as responsive, reliable, and customer-oriented through proficiency, cost effectiveness and timely service of office equipment consistent with calls/units per day, utilization and effective approach to customer needs during both the installation process and through routine service calls.RequirementsEssential 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 RequiredAssertiveness Communication Decision Making Initiative Organization Problem Solving Teamwork Learner Customer Relation Skills Professionalism Reliability Compliance with directives Understanding of basic digital technology All tasks will be carried out ethically, legally and professionally Prerequisites (i.e... Education, Experience)High school diploma or equivalent Technical School Graduate or equivalent experience 1-3 years' experience related to technical /repair of business equipment. Experience working with Konica Minolta equipment would be considered an advantage.Operate a motor vehicle and have a valid driver’s license at all times Physical RequirementsMust be able to lift up to 50lbs, be able to sit, stand or stoop for long periods of time Must be able to work full time Primary People ContactsCustomers, logistics team, service managers and technicians, Parts Department, Customer Service and VP of Technical Service Toughest Part Of The JobMust be able to work closely with all of our vendors to ensure customer satisfaction is achieved with the least amount of downtime Thorough understanding of all models serviced Frequent interruptions, immediate demands Ability to balance multiple tasks simultaneously Compensation MethodBase salary will be determined by level of experience. Bonus plan based on performance. Some overtime may be required.