TITLE: Associate Technical Recruiting Specialist 

Organization/Department: TechWorks (TRG)
Reports To:  Technical Recruiting Manager

Position Overview
Source’s relentless goal is to provide world-class support to customers & partners by creating undeniable client value.  A key differentiator is our Field Engineering (FE) network which enables Source to provide global technical on-site services.  Unlike many competitors who manage FEs as employees, Source TechWorks provides an on-demand FE team of contracted individuals and partners with different skills/capabilities to accommodate our customers across various markets.  FEs provide various services including hardware break/fix and installation services.

The Associate Technical Recruiting Specialist is primarily responsible for campaigning, recruiting, engaging and qualifying FEs into and within our FE network.  You are responsible for ensuring the FE has the right skills and level of coverage to support our customers and their end-users. You are also responsible for data management of the FE contacts, FE need order cases, and FE dispatches that are used for training and FE meetups.

Success requires responsiveness, disciplined self-direction, ability to effectively multi-task, follow-through, clear communication and skill to manage customer situations often under tight deadlines.  Expect regular interaction with field engineers (FEs), customers, team members, sales associates and others.  Focus is to find and recruit professional FEs that want to engage and get qualified to champion the customer experience.

Source supports a broad, diverse set of customers. Associate Technical Recruiting Specialists are responsible to develop a solid technical understanding of customer products and pursue excellence in recruiting FEs to meet their requirements.  It is important to clearly document workflow activities as they occur, so team members can update the customer on FE coverage solutions.  Additionally, Source relentlessly pursues continuous improvement.  Everyone is expected to strive for improvement individually and as a team.

Key responsibilities include:

  • Quick & efficient responses to customer and partner requests and/or needs for technical resources
  • Directing FEs through the onboarding process to ensure successful engagement and completion of agreements and screening requirements
  • Qualifying FEs through direct interviewing and online certifications
  • Regularly seeking feedback from FEs on training and dispatch activities.
  • Encouraging higher quality and active participation from our FEs
  • Adhering to established procedures & protocols to ensure superior customer satisfaction
  • Delivering responsiveness & integrity in all customer and FE communications
  • Accurately documenting, tracking & monitoring FE need cases to ensure timely resolution
  • Assigning FEs to training requirements and Source Academy learning
  • Ensuring Source Central data of the FEs is accurate and current
  • Collaborate with other departmental SMEs to confirm the right processes and FEs are in place to provide best customer experience
  • Actively participate in partner meetings and reviews of assigned accounts
  • Seeking aid & help from TRG staff as needed
  • Escalating to TRG management and partners per established procedures
  • Working with TRG to accomplish assigned goals & objectives
  • Actively participating in on-call or recruiting needs including weekends, after hours & holidays as needed
  • Performing other duties and projects as assigned

Education & Experience

  • GED or equivalent industry experience
  • Customer service or support experience
  • Knowledge of IT concepts, enterprise systems, and data center environment required
  • CompTIA A+ certification

Required Skills

  • Ability to learn quickly with focus on recruiting and interviewing skills
  • Technical aptitude paired with ability & desire to quickly learn new technologies
  • Knowledge of office automation products, Office 365 (Outlook & Excel, in particular)
  • Case and Contact management experience in Salesforce Service Cloud preferred
  • Dedication and focus on customer satisfaction and follow-through
  • Strong phone presence coupled with outstanding customer service skills
  • Ability to multi-task & thrive in fast-paced environment
  • Patience in dealing with stress and challenging situations
  • Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
  • Excellent teamwork aptitude and skills
  • Strict attention to detail
  • Good writing skills to create relevant documentation
  • Strong computer skills including typing accurately while on the phone to capture required case information
  • Organized with demonstrated ability to work independently, take initiative and solve problems
  • Manage all internal & external interactions in a professional and courteous manner

Physical Requirements & Work Environment

  • Expected to work at Source’s office unless other arrangements have been agreed to
  • Reasonable accommodations may be made to enable performance of essential job functions
  • Ability to efficiently operate a computer is expected
  • Regularly required to sit, use hands/fingers, speak and listen
  • Specific vision abilities include close vision, color vision and ability to adjust focus
  • Low to moderate noise volume

 

If you are interested in this position please send your resume to HR@sourcesupport.com