The posting
As a Lead Customer Service Engineers (SCSE) you will provide consistent premium level service and support in all areas of this role. Maintain an organized, proactive system of territory management, utilizing current management reports and available data. Demonstrate the ability to develop contingency and effective support plans for most situations. Continually evaluate and implement efficiency improvements in territory operations. Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas f the business with little to no supervision or direction. Perform back-up supervisory responsibilities as assigned by service manager. Focused on growing the business, treating every service event as a growth or lead generation opportunity. Conduct new hire training and mentoring across all products and services responsibilities. Maintain a positive attitude and demeanor, a champion of corporate culture, embracing change and influencing peers and team to do the same. Responsibilities include, but are not limited to:·Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines. ·Maintain proper and accurate inventory for the purpose of service and follow approved policies and procedures for Inventory Controls. ·Provide accurate and timely documentation that details field activity, expenses, time reporting, and other information as required.·Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints. ·Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s and resolution status. ·Regularly interact and build strong relationships with internal and external customers.·Develop a working knowledge of Corporate and Service Department procedures and policies.·Installs, maintains, and repairs FHE (forms handling equipment)·Takes ownership of position and proactively engages in coordinating and scheduling servicing activities based on regional demands and priorities. ·Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work. ·Continuous training and self-development to learn Peak Technologies products and applications. Attend management approved seminars and training sessions as requested. ·Actively participate in cross-functional working groups with focus on business improvement. ·Coach and mentor existing team on field, operational, and customer service skills. Performs new hire and customer related device training. Provides remedial training and support to broader team and new hires.·Assist in interviewing new employees as needed. ·Complies with all safety policies, practices, and procedures.·Performs other duties/special projects as assigned.Qualifications: ·Expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.·Bachelor’s degree required and/or 8-plus years of equivalent work experience in field service, IT, or similar industry.·Certification in information technology, process improvement, or similar disciplines desired.·Operates within division or department policy guidelines using independent judgment in achieving assigned objectives. ·Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals. ·Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form. ·Escalates issues discovered while performing required tasks to minimize customer disruptions. ·Prioritizes and handles multiple tasks simultaneously. ·Strong computer skills and phone application skills using Microsoft Windows based programs is required.·Self-starter and motivated to perform effectively during times of high demand. ·Ability to work from home with minimal supervision or guidance. ·Must have a valid driver’s license and maintain a safe driving record. ·Must be able to lift 50lbs without limitations or constraints. ·Be able to travel throughout the country. ·Be able to perform in high pressure environments.·Critical physical effort consisting of continuously standing, bending, and handling equipment.·Exposure to limited amounts of noise and paper dust.·Home office with 90% daily travel and up to 20% overnight travel to customer sites nationally. Key words: Printer Technician, Printers, Kiosks, ATM, Automated Teller Machine, Customer Field Technician, Field Tech, Field Technician, Field Service Technician, Zebra Printers, Honeywell, ScanSource, Ingram Micro, TD SYNNEX
