Customer Service Engineer
POSITION SUMMARY
As a Customer Service Engineer, you will play a pivotal role in ensuring the seamless operation of our technology and automation solutions. Leveraging your advanced technical expertise, you will provide top-tier support to end-users, addressing complex issues related to hardware, software, and network systems. This role involves mentoring and guiding junior support staff, contributing to the improvement of support processes, and collaborating with cross-functional teams to resolve escalated issues. Your commitment to customer satisfaction, problem-solving skills, and leadership capabilities will be key assets in driving our mission for excellence in technical support.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Technical Support: Provide high-level technical assistance to customers by troubleshooting hardware and software issues, resolving automation problems, and addressing advanced technical inquiries.
- Problem Resolution: Analyze and resolve complex technical issues efficiently and effectively, ensuring customer satisfaction and adherence to service level agreements (SLAs).
- Escalation Management: Act as a point of escalation for unresolved technical problems, coordinating with other technical teams and management to facilitate swift issue resolution.
- Documentation: Maintain accurate and detailed records of customer interactions, technical solutions, and troubleshooting steps to contribute to a comprehensive knowledge base.
- Training and Mentorship: Provide guidance and mentorship to junior technical support staff, sharing expertise and knowledge to enhance the overall team's capabilities.
- Continuous Improvement: Identify opportunities for process improvement and contribute to the development and implementation of new support strategies and technologies.
- Customer Communication: Communicate technical information in a clear and understandable manner to customers with varying levels of technical expertise, ensuring a positive customer experience.
- Collaboration: Collaborate with cross-functional teams, including product development, quality assurance, and other technical departments, to address systemic issues and contribute to product improvement.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- High school diploma or equivalent; Bachelor’s degree in a related field is a plus.
- 5+ years of experience in a technical support role, with a focus on complex issue resolution and escalation management.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Technical Skills: Proficiency in troubleshooting hardware and software issues, knowledge of operating systems, network protocols, and experience with relevant tools and technologies.
- Communication Skills: Strong verbal and written communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
- Leadership Abilities: Ability to lead and guide a team of technical support professionals, fostering a collaborative and supportive work environment.
- Customer Focus: Commitment to providing excellent customer service, understanding customer needs, and ensuring a positive customer experience.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and strategically to resolve complex technical issues.
- Adaptability: Ability to adapt to a dynamic and fast-paced work environment, staying current with emerging technologies and industry best practices.
WORK ENVIRONMENT:
• The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
• The noise level in the work environment is generally moderate.
• Work weekends or overtime as required.
• Be available to customers after normal business hours by email or phone.
PHYSICAL AND MENTAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing.
• Associates are frequently required to stand, walk (or otherwise be mobile).
• Ability to deal with stressful situations as they arise.
• Working in front of a computer screen at least 75% of the time
• Must be able to handle multiple problems and customers at the same time.
• Strong troubleshooting skills and customer service skills are required.
• 75% or more time is spent addressing Service issues on the telephone, in remote customer meetings, or on-site with customers if JFCRx leadership deems necessary.
• Up to 25% travel requirement
