Address
Form of workJob Title: Customer Experience Field Technician
Department: WS
Expected Weekly Hours: 40
Location: Secaucus, New Jersey 07094
Pay Rate: $31.52 per hour
Position Summary
This position is responsible for providing technical support for customers (end users) onsite/remotely across a business/enterprise level product portfolio. If you enjoy customer facing and relationship-based work involving reducing customer down time due to product technical issues, this position is for you!
Duties and Responsibilities:
- Become an expert in the assigned specs/operations of the client’s hardware and software services product line
- Integrate technical knowledge and business understanding to create solutions for customer (end user)
- Provide ongoing ideas on improvement in the field of remote engineering teams
- Remotely resolve technical issues from customer’s contacts and proactive notification systems (“predictive care”), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general
- Responsible for implementing part or all the technical solution to the customer, in accordance with an agreed technical design and following the client’s Remote Technical Support processes
- Understand, analyze and triage customer technical issues/problems and develop and implement a corrective action plan
- Work with the field support engineering team to trigger an onsite interaction (parts and/or field dispatch) if the customer technical issue cannot be fixed remotely
- Collaborate cross functionally in order to provide End to End professional complete solution to customers
- Be available for occasional standby after-hours technical support based on a rotation schedule, with expectation of covering at least one shift each month, supporting 24x7 and 18x6 customer entitlement
- Provide customers status and final reports on troubleshooting efforts (e.g., 5-step process), root cause analysis and ultimate solution as needed
- Perform other duties as needed
Education and Credential Requirements
- Associates’ degree in an Engineering/Technical field
- Eligible to work in the US without RLA sponsorship for employment visa status
Experience Requirements
- 6+ years of experience in a Field Technician/technical customer service role
- Experience with clients full range of products in the customer base
- Experience working on high pressure customer facing tasks (onsite, remote or hybrid)
- Experience troubleshooting various business system software applications (SaaS) e.g., networking, servers, CRMs, ERPs, etc.
- Experience troubleshooting various business system hardware equipment e.g., computers, printers, networking devices, etc.
- Experience working with sales and customer service personnel and a customer ticketing system
- Experience following hardware and software installation and configuration SOPs
Skills Requirements
- Ability to read, write, and speak English proficiently
- High proficiency using productivity software such as M365 (Word, Outlook, Excel, PowerPoint, Visio, Teams and SharePoint)
- Ability to use project/program management principles and methodologies to consistently meet task deadlines, triage changing priorities, and track issues to resolution
- Ability to collaborate across diverse teams with a customer service mindset
Work Environment
- The position typically operates in a standard office environment and/or from employee’s home
- Be able to lift and/or move up to 25 pounds
