Customer Service Engineer

Job Summary:

The Customer Service Engineer position includes direct telephone contact with customers to document and aid in the resolution of product concerns, complaints, and service-related issues. Candidate should have excellent communication and troubleshooting skills, a technical inclination as well as strong computer knowledge. Responsibilities include heavy telephone contact with customers and outside service technicians completing onsite customer service within the USA. Assist sales team with customer relations, order processing and computer input of data. Candidate must be reliable, organized, detail oriented and able to work both independently and as a team within departments.

Responsibilities:

· Devises and designs field service upgrades, methodologies and processes

· Designs solutions to assist engineering continuous improvement efforts by identifying recuring trends, frustrations, and failure modes within service and support

· Takes incoming calls and e-mails from customers and service technicians to initially triage and coordinate troubleshooting and service activities

· Maintains a guiding and collected composure to deescalate customers throughout the call process

· Document call history, complaints, and service per company guidelines

· Maintains records and updates field service reports and customer complaint records

· Logistically coordinates and supports external and internal field service personal on service and repairs during technical service calls

· Actively monitors, supports, and expands national 3rd party service personal network.

· Maintains and develops service inventory, procedures and processes to ensure efficient customer support and resolution

· Identifies and supports continuous improvement efforts

· Closely collaborates with engineering and leads efforts to develop product lifecycle support and solutions

· Travel locally to assist with customer service

· Complete parts and service order processing received via phone, fax, and e-mail

· Perform all work in accordance with quality standards and established safety procedures

· Maintain a clean and organized work area

· Willingness to be flexible with daily routine as warranted by customer’s needs

· Complete parts and service order processing received via phone, fax, and e-mail

· Must be able to work independently and as a team

· Serves as the technical expert and resource on service activities

· Other duties as assigned by management

Qualifications:

Required:

· Strong Technical inclination and demonstratable problem solving

· Capability to lift and maneuver sub-assemblies and components up to 80 lbs.

· Strong attention to detail, listening and organizational skills

· HS diploma or GED required

· Excellent communication skills; verbal and written

· Ability to read schematics/blueprints

· 1+ years SolidWorks experience

· In person required

· Standard work hours are 8-5pm

Preferred:

· Technical College degree

· 1-5 years customer service experience

· Medical device or other regulated industry experience

· ERP Software experience

· Global Shop Solutions Software

· Mechanical and electrical appliance troubleshooting experience

· Electro-mechanical knowledge

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Vision insurance

Work Location: In person