Customer Service Engineer Job in New Wave Computing

Customer Service Engineer (Level 1)

BASIC FUNCTION:
The function of the Customer Service Engineer (Level 1) is to perform triage on inbound customer
calls and service or escalate customer issue as appropriate and support Level 2 Engineers in their work.
A secondary function is to perform Parts Test and Supplier Coordination roles as required and
certified.

PRINCIPAL DUTIES:

The following are principal duties of the Customer Service Engineer:

Leadership and Management
Represent TERiX in a positive and professional manner
Work with all personnel and outside contacts to satisfy clients and achieve company goals
Identify areas of improvement in the company and assist in creating and implementing solutions
Submit not less than one operational improvement issue per month to the Issues List Master for
inclusion on the Issues List
Arrive to work and meetings on time and prepared
Maintain work areas in a clean and organized manner
Perform any other duties assigned by your manager
Develop Plans to reduce rework with the aim of eliminating rework
Ensure that workers are following all safety guidelines

Service Delivery

Effectively communicate skills to engage the customer and start the service experience
Ensure proper managing of the initial call from the customer
Thorough understanding of the Ticketmaster program
Knowledge of which files to ask for, from the customer, to effectively diagnose the service
requirement
Engagement required for any missed SLA (Service Level Agreement)
Effective debrief and reporting of service call for future enhancements
Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
Coordinate parts and engineer schedules to ensure that SLA is met
Follow up with customer regarding outstanding issues
Research customer service entitlement as per the Entitlement Procedure
Track inbound and outbound call metrics as required in order to collect customer service delivery
metrics necessary for effective capacity planning
Collect, collate and develop customer service delivery key performance indicator metric reports as
required

RESPONSIBILITIES:

The Customer Service Engineer is responsible for ensuring that:

All of the duties of the Customer Service Engineer are completed as per the job description
Call Log Data is accurately recorded and submitted in a timely manner

AUTHORITIES:
The following are principal authorities granted to the Customer Service Engineer:
Exercise the responsibilities and perform the duties of this position. This includes full decisionmaking
authority for all responsibilities and duties

REPORTING RELATIONSHIP:
The Customer Service Engineer reports to the Territory Manager as assigned by the Director of
Operations.
The following positions report directly to the Level One Engineer; none.

QUALIFICATIONS:
Certification as a System Administrator or equivalent industry experience
2 or more years UNIX experience
Diploma or equivalent from a recognized technical institute
Strong customer management skills
Ability to follow procedure and efficiently trouble-shoot hardware and software issues

MEASURES OF PERFORMANCE:
The following will be used to evaluate the performance of the Customer Service Engineer:
Demonstration of thorough knowledge of internal call handling procedures and use of
Ticketmaster for management of issue resolution data
Internal and external customer service satisfaction ratings
Regular on time attendance history and shift flexibility to meet changing customer demands
Commitment to ongoing technical education and successful completion of internal and external
certifications as planned
Accuracy and regularity of completion of internal process documentation