Peak Technologies, Inc. · 12 hours ago
Customer Service Engineer (Field Service Tech - Chicago, IL)
Chicago, IL
Full-time
Hybrid
Entry, Mid Level
2+ years expPeak Technologies has been at the forefront of providing end-to-end enterprise mobility solutions. The Customer Service Engineer will provide service and support for equipment, ensuring high customer satisfaction and promoting service contracts while managing territory operations.
ConsultingInformation ServicesInformation Technology
Responsibilities
Provide service and support for Peak Technologies supported equipment, in a timely manner, including, but not limited to, installations, repair, preventative maintenance, calibration and sales support
Maintain an organized, proactive system of territory management, utilizing current management reports and data provided
Demonstrate the ability to develop contingency and effective support plans for necessary guidance from senior peers
Continually evaluate and implement efficiency improvements in territory operation
Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the business with little supervision or direction
Focused on growing the business, treating every service event as a growth or lead generation opportunity
Maintain a positive attitude and demeanor, embracing change and influencing peers and team to do the same
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-Ryzex products and applications. Attend management approved seminars and training sessions as requested
Complies with all safety policies, practices, and procedures
Performs other duties/special projects as assigned
Qualification
Required
Near expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience
Associate Degree desired or 2-4 years of equivalent work experience in field service, IT, or a similar industry
Certification in information technology or process improvement 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
Primary language used in daily operations is English
Read and interpret documents, procedure manuals and various correspondence from both internal and external
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization
Able to take accountability and responsibility for business target delivery and decision making
Company
Peak Technologies, Inc.
Peak-Ryzex is now Peak Technologies, Inc.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Bradley Watkins
Partner Service Delivery Manager
Sybil Randolph, MA, SPHR, SHRM-SCP
HR Business Partner
Recent News
PRNewswire Asia
2024-05-23
Supply Chain Quarterly
2023-12-24
Modern Materials Handling
2023-12-24
Company data provided by crunchbase