Job Description
ROLE SUMMARY: We are looking to add a valued member to the Technical Services Department in our company of 30+ hard working team members. In this role you will provide exceptional front-line technical support for our clients on a wide variety of solutions deployed at our client’s sites. As your knowledge grows, you will assist in the formulation of procedures and best practices for users of those solutions. This position will also aid the Supervisor of Procurement & Technical services daily with assigned & scheduled tasks. Please read our reviews online and then read the testimonials from our clients on our web site. We do serious work for important customers across the Mid-Atlantic states. If you are seeking to be challenged daily, are a humble person who enjoys sharing the credit and you love people, we hope you apply
PRINCIPAL ACCOUNTABILITIES FOR TECHNICAL SERVICES:
- Internal and external technical services support calls
- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
- Track and monitor all support cases to ensure timely resolution and follow-up
- Clearly identify, document, and find solutions for client issues and product problems
- Escalate critical client situations to the appropriate level of technical support
- Communicate technical issues and solutions to the sales & support teams
- Contribute to documentation and knowledgebase library
- Support and maintain Client applications including server operating systems and components to include implementation/maintenance/support/health/performance
- Compile and update procedural documentation both for M3T and Clients
- Systems implementation/maintenance/support/health/performance
- Execution of projects within the trained skillset
- Incident response
- Client demos & sales presentations
- Testing and evaluating new technology.
- Provide training for both clients and employees
- Presents a positive, helpful, customer-focused image.
- Represents the company in a professional and businesslike manner and communicates effectively.
- All other duties as assigned
PRINCIPAL ACCOUNTABILITIES FOR PROCURMENT:
- Monitor/update company asset inventory
- RMAs for materials ordered
- Daily Receiving of materials ordered
- Monthly Inventory Counting
- Responsible for eBay Sales/Documentation
- Work with purchasing to identify needed material and generate purchase order to the vendor to serve as a backup to the procurement supervisor.
- Meet established and assumed goals in a timely manner
- All other duties as assigned
SALES AND GOALS:
- Foster positive customer experiences
- Learn to sell by gaining the trust of others.
- Conduct behaviors to assist customers with avenues/ways that we can assist them
- Conduct customer surveys to guarantee the satisfaction of the end user experience
- Discuss products and technologies in which may be new to the customer in terms of assisting them to solve a problem.
- Start a conversation, then listen
ESSENTIAL VALUES OF M3T:
- Trust
- High quality
- High moral principles
- High expectations
- Promptness and accuracy
- Selfless sense of duty
- Demand excellence of self and others
- Accountability – for successes and failures
- Abundant mentality towards life
- Innovation and experimentation
- Familial responsibilities
COMPANY EXPECTATIONS:
- Making sure safety regulations are followed, and safety targets are met.
- High degree of ethics, honest in every way with all things.
- Adhere to Company Policies and Procedures.
- Held accountable to abide by Rules and Guidelines of Company Handbook.
- Represent the company in a professional manner in and outside the office.
- Exercise tact and operate with confidentiality in and outside the office.
- Seek out responsibility and tasks – do not wait to be directed.
- Must be honest with one’s abilities to know when to ask for help or clarification.
KEYS TO SUCCESS:
- Achieve and Maintain full confidence and trust of your colleagues, your supervisor and company leadership.
- Pulse and satisfaction of customers.
- Provide terrific internal and external client service.
- Pulse and morale of staff.
- Retain, train, guide and grow your staff.
- Nurture others in all you do.
- Cross-communicate.
- Become a trusted and respected member of the M3T team.
- Achieve near and long-term objectives.
- Think strategically – act timely and decisively
HOURS AND PAY PERIOD: M-F 8am – 5pm or as needed to achieve company objectives and fulfill client needs. Hourly/Non-Exempt position - pay period: Bi-weekly
REPORTING STRUCTIRE: This position reports to: Technical Services Engineer I. Reporting to this position are: None
AGREEMENTS: Employee must sign a confidentiality and non-compete agreement. Employee acknowledges all information about our clients, partners, and their operations is considered strictly confidential, as well as any employee information encountered by this position. Passwords and user names to access company supplied systems are to be kept in a company file. Company email accounts are company property and may be accessed by management when necessary for continuation of business purposes. An outside professional will audit the company’s work from time to time.
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