Customer Service Engineer I

Description

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces 2025 honor by The Enquirer. The list is based 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 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. 

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  
• 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 
• 0-2 years experience related to technical /repair of business equipment 
• Operate a motor vehicle and have a valid driver’s license at all times 
• Certificates/Registrations – None required for entrance to position. Once in position, company requires the individual to achieve passing/certification on associate and professional outward courses. 

Physical Requirements: 

• Must 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 Contacts: 

• Customers, logistics team, service managers and technicians, Parts Department, Customer Service and VP of Technical Service 

Toughest Part of the Job: 

• Must 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 Method: 

• Base salary with bonus plan based on performance. Some overtime may be required.