Job Description

Are you passionate about troubleshooting computer hardware to find solutions for customers? Do you enjoy brainstorming with your coworkers to resolve difficult issues?

Do you want to be a part of a work culture where effort is rewarded, fostering a fulfilling professional journey?

 Puget Systems' unwavering commitment to customer satisfaction has directly resulted in exceptional customer loyalty and trust. As part of the Puget Systems repair team you will directly affect customer satisfaction by playing a crucial role in diagnosing and replacing defective components while maintaining correspondence with the customer to resolve their system issues.

Are you…

Meticulous and accountable? You pay very close attention to the details and can ensure that all repairs meet or exceed Puget Systems quality standards.

Great at providing excellent customer service?  You will explain complex technical issues to some customers with little to no technical knowledge. 

Interested in occasional onsite customer visits? With our onsite repair option there is opportunity for travel.

ESSENTIAL DUTIES MAY INCLUDE: 

30 days and ongoing: 

• Familiarize yourself with Puget Systems' current processes, including the company handbook and common SOPs.
• Shadow and begin to work on customer repairs. Work is reviewed before completion.
• Learn various Repair platforms, including Zendesk, NAV, Orders Interface, Repair Checkoff, and Repair Interface.
• Complete required training and onboarding meetings/tasks.
• Shadow Support to better understand how Support and Repair work together and to learn more about the Service department’s processes.
• Understand the use of communication channels at Puget Systems, including email and Slack.
• Thoroughly document your troubleshooting steps and reasoning when working on system repairs.

3 months and ongoing:

• Proficient in low-level troubleshooting, along with the diagnostics, teardown, and part testing processes.
• Communicate effectively with customers via phone and email to understand and address their technical issues and inquiries.
• Comfortable with the Repair process and can prioritize tasks without frequent check-ins.
• Contributes thorough and concise documentation for actions taken throughout the day.
• Gain a basic understanding of repair-related inventory processes, including RMA, detaching, and requesting parts.

6 months and ongoing:

• Maintain a high level of professionalism and courtesy while interacting with customers, ensuring their satisfaction with the service provided.
• Field technical requests from the Support and Production teams, prioritizing tasks based on urgency and impact on business operations.
• Actively contributes to SOPs by providing clear and constructive feedback.
• Capable of using various Repair platforms, including Zendesk, NAV, Repair Checkoff, and Repair Interface.

12 months and ongoing:

• Comfortably troubleshoot hardware and software issues with minimal assistance. 
• Capable of offering constructive feedback resulting in process changes and individual improvement.
• Actively participate in workgroups and personal projects, including process improvements and hardware guides.
• Document all troubleshooting steps, repairs, and customer interactions in the ticketing system to maintain accurate records and facilitate knowledge sharing.

EDUCATION, SKILLS & EXPERIENCE:

• Previous personal or professional experience with computer software and hardware  required
• IT certifications (CompTIA, TestOut) or formal education are  highly preferred
• 1+ year of customer service experience is  highly preferred

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 60 pounds. 
• Must be able to work at a workbench. 

COMPENSATION & BENEFITS INCLUDE:

• The Tier 1 Repair Technician described here offers an hourly wage of $21 -$26, based on skills and experience level 
  • If hired as a Tier 2 Technician, $24 - $31 hourly wage 
• Medical, Dental, and Vision offered and covered at 75% by Puget Systems for the Employee’s coverage 
• PTO (2 weeks PTO to start, +1 day / year until 4 weeks)
• Accrued Sick Time
• 8 days Paid Holidays 
• 3 weeks Paid Parental Leave 
• Up to 2 weeks per year Paid Medical Hardship Leave 
• 4% match on 401(k) with immediate vesting 
• Volunteer Matching Program 
• Wellness Reimbursement Program 
• Company-sponsored financial counseling

WHO WE ARE:

Puget Systems, founded by Jon Bach in December of 2000, boasts over 60 employees and operates in Auburn, WA, with a substantial portion of the workforce enjoying a hybrid home/office schedule. Maintaining a positive and energetic atmosphere, Puget Systems is dedicated to enabling the work of its clients and delivering an unparalleled customer experience. 

As a family-friendly company, the focus is on empowering employees and providing the necessary tools for success. Specializing in designing and manufacturing solution-specific, highly reliable workstations and servers for content creation, engineering, and scientific computing, Puget Systems is a recognized leader in the industry known for its reputation and innovation. Puget Systems is recognized as America's top custom computer builder. We are an experience-first company, and our work environment is very laid-back, fostering strong camaraderie and support among team members who collaborate seamlessly. 

HIRING PROCESS 

All candidates must submit a resume to be considered for this position. Applications with a cover letter will be given additional consideration. Qualified applicants will be invited to a Zoom interview, and then an in-person interview. A background check is required ahead of your start date. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

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