Customer Service Engineer

Black River Systems Co., Inc. • Utica, NY • 5d ago

Black River Systems Company, a small, established research-oriented engineering firm headquartered in Utica, NY, is looking for a Customer Service Engineer. We are looking for someone who will be highly motivated, experienced to improve productivity, gather and research data, and improve customer satisfaction. They will be responsible for working directly with U.S. Government (USG) customers to troubleshoot system issues and work to resolve them with the internal team. This position will support multiple Black River government programs. The qualified candidate will lead the service & maintenance initiatives to deliver solutions and prevent reoccurrences. A successful candidate will need to demonstrate problem solving skills, concise communication, accurate root cause analysis and persistence to identify and resolve reported issues afield. Their technical expertise will lead the customer service and maintenance team and manage those resources and their execution to KPI's.Responsibilities: Manage the Help Desk Staff and Cases. Develop Subject Matter Expertise on complex systems to determine root cause on failures afield. Maintain Gitlab repository of Open Help Desk Cases. Develop Technical Service Bulletins and communications for fielded systems and customers. Evolve preventative maintenance plans as necessary to prevent failures afield. Strong communication, documentation, and collaborative/teamwork skills are a must. Staying calm under pressure while being very organized to analyze data and translate their findings into easy-to-understand reports. Provide a clear picture of the department's operations and ways to improve. Ensure customer satisfaction within the bounds of the contracts and financial requirements.Position Requirements: Bachelor's degree in business, management, electrical engineering technology or related field preferred with an additional four years of experience. Previous program customer service and management experience. Solid communication, documentation, and collaborative/teamwork skills. Strong written and oral communication skills. Ability to develop product support strategies and communicate recommendations to executives effectively. US citizenship - must have or be eligible for a Department of Defense security clearance.Black River Systems is a small, growing employee-owned company committed to advancing our employees' quality of life on the job. We offer a competitive salary and an excellent benefits package. We are looking for an exceptional employee with strong technical skills and a personality suited to the small business environment. If you feel you qualify, please send your resume to:Black River Systems Co., Inc.162 Genesee StreetUtica, NY 13502(315)732-7385Or you may email hr@brsc.comBlack River Systems is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities, or any other basis protected by federal law. In addition, Black River Systems Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which we have facilities and employees.

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