About Worldwide TechServices
Sourced by ZipRecruiter
Industry
It services
Company size
1,001 - 5,000 Employees
Headquarters location
Tewksbury, MA, US
Year founded
1951
Job description
Company Description
Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers.
Job Description
The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.
Qualifications
Responsibilities
• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs
Education and Experience:
• Typically requires technical school certification or equivalent of 2-4 years of relevant experience
Certifications and/or Qualifications:
• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required
Skills:
• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
Additional requirements may exist if offer of employment is extended
Additional Information
All your information will be kept confidential according to EEO guidelines.
Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers.
Job Description
The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.
Qualifications
Responsibilities
• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs
Education and Experience:
• Typically requires technical school certification or equivalent of 2-4 years of relevant experience
Certifications and/or Qualifications:
• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required
Skills:
• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
Additional requirements may exist if offer of employment is extended
Additional Information
All your information will be kept confidential according to EEO guidelines.
wwts.com
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Customer Engineer?
A: To succeed as a Customer Engineer, key technical skills include proficiency in software development, troubleshooting, and problem-solving, as well as expertise in specific domains such as cloud computing, cybersecurity, or data analytics. Soft skills like excellent communication, active listening, and empathy are crucial for building strong relationships with customers, understanding their needs, and providing tailored solutions. By combining technical expertise with strong interpersonal skills, Customer Engineers can deliver exceptional support, drive customer satisfaction, and contribute to long-term business growth and success.
Q: What is the career path for a Customer Engineer?
A: A Customer Engineer's typical career progression involves starting as a Technical Support Engineer, providing initial product assistance and troubleshooting, before advancing to a Senior Technical Support Engineer or Technical Account Manager role, where they focus on building long-term relationships with customers and delivering customized solutions. As they gain experience, they can transition into more senior positions such as Customer Success Engineer or Solutions Engineer, where they drive customer adoption and growth through strategic planning and technical expertise. Ultimately, Customer Engineers can pursue leadership roles like Customer Engineering Manager or Director of Customer Experience, overseeing teams and developing strategies to enhance customer satisfaction and loyalty.
