Customer Service Engineer III - Prosource

Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2026. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.  

Major Goals and Responsibilities: 

Professionally represents company as a responsive, reliable customer oriented company through proficiency, cost effective and timely service consistent with calls/units per day, utilization and effective approach to customer needs during the both the installation process and through routine service calls.

Essential Duties 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.
• Services product line without assistance.
• Services low & mid volume color as needed in territory.
• Troubleshoots basic printing issues, determining between printer or network issue.
• Sets up scanning feature and installs equipment in a peer-to-peer environment.
• This position provides technical assistance to other technicians or manager when needed for service issues.
• Maintains tool kit, supplies, and accurate inventory for assigned territory.
• Must maintain the minimum calls per day average.
• Maintains effective relationships with customer and fellow employees.
• Provides sales support as required (i.e. advising sales on problems as accounts, service leads).

Developmental (15%) 

• This role requires you to schedule yourself for the required training courses to ensure you're trained on all the products offered by the company. This training would include CBT courses offered by our vendors, classroom training or another authorized training facility.
• Establishes an up-to-date file of service manuals, part books and other service literature using the issued desktop and develops familiarity with contents.
• Leads seminars during technical meetings to help improve productivity on equipment that is performing below the national average performance.

Administrative (10%) 

• This position requires each technician to fill out customer care tickets, bi-weekly mileage report, inventory transfer sheets, connectivity installation forms, online vacation request and personal day request timely and accurately.

Behavioral Traits, Attitudes and Skills Required: 

• Assertiveness       
• Communication       
• Decision Making  
• Initiative       
• Organization       
• Problem Solving  
• Planning      
• Teamwork       
• Learner      
• Customer Relations Skills 
• Professionalism      
• Reliability      
• Compliance with directives 
• Competent with core computer knowledge 
• Capable of making decisions with little intervention 
• All tasks will be carried out ethically, legally and professionally 

Required / Preferred Requirements:

• High school diploma or equivalent.
• Associate degree in Electronics, Electrical Technology, Computer Technology / Technical School Graduate or a related technical field.
• 7+ years experience related to technical /repair of business equipment.
• Industry-related certifications are preferred and may include manufacturer-specific certifications (e.g., Canon, Ricoh, Xerox, Konica Minolta, Sharp, HP) or other relevant technical credentials.
• Operate a motor vehicle and have a Valid Driver's license at all times.
• Certificates, Registrations — Requires Emperon Connectivity Course. Must have completed Outward Associates & Professional Courses along with two Expert courses on the Learning Place.

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 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: 

Competitive compensation package starting at $55,000, with higher compensation available for experienced candidates plus bonus plan based on performance. Some overtime may be required. 

The undersigned acknowledges the receipt and understanding of the Success profile. I realize that this reflects a general list of responsibilities of the position as well as a general description of the work environment and the physical demands of the position. I understand that the Company may make alterations to this profile.