Services Engineer

Shively Diversified Management Services is seeking a Service Engineer to fill a direct hire role for our customer. As a Service Engineer, you will work closely with our engineering team to provide technical assistance and support to our clients. You will be responsible for implementing, troubleshooting, and supporting our products and solutions, ensuring customer satisfaction. This is an excellent opportunity for someone passionate about technology and who enjoys working in a fast-paced and collaborative environment with ample opportunities for personal growth and development.
Resolve Customer Issues:
Implement a structured approach to identify the cause of problems and find solutions efficiently.
Exceed Expectations Through Engagement:
Listen to customers' needs and concerns. Demonstrate our commitment by delivering personalized assistance and following up to ensure satisfaction. Foster a positive relationship by proactively communicating and offering additional support when needed.
Prompt Response to Service Requests:
Set clear response time goals and adhere to them consistently. If an immediate resolution isn't possible, acknowledge receipt of the request and provide an estimated timeline for resolution.
Monitor Equipment Performance and Conduct Maintenance:
Conduct quality and safety checks to ensure reliability. Implement a schedule for routine equipment checks and maintenance tasks.
Conduct Demonstrations on Equipment Usage:
Conduct regular training sessions for customers. Emphasize how to use gages, safety protocols, and best practices to ensure proper equipment usage. Encourage interactive sessions to address questions and concerns effectively.
Provide Recommendations for Improvements:
Gather feedback from customers and internal stakeholders to identify areas for enhancement. Analyze trends and suggest new features or improvements to address customer needs and stay ahead of the competition. Collaborate with product development teams to implement proposed changes.
Prepare Reports on Interactions and Solutions:
Document all customer interactions, including issues raised, solutions provided, and any follow-up actions taken. Analyze data to identify recurring problems and propose long-term solutions—present findings in regular reports to management and relevant teams for continuous improvement efforts.
Requirements
We are looking for candidates who have:
A bachelor's degree in computer science, Engineering, or a related field
Strong problem-solving and analytical skills
Experience with software development and scripting languages
Excellent communication and interpersonal skills
Basic knowledge of networking concepts
Experience working with customers in a technical support or consulting role is a plus
Ability to multitask and prioritize effectively
Benefits
Generous overall compensation package including medical benefits
Paid time off