Break Fix Technician

Grand Rapids, MI, USA

Full-time

Company Description

MCPc is an industry leading managed endpoint computing, technology logistics, asset management, and sustainability organization that provides a proven, powerful end-to-end lifecycle management protocol. These capabilities provide clients expedited digital transformation, better management of the complexity and cost of technology, achievement of sustainability targets, and empower employee performance.

With headquarters in Cleveland, OH weve meticulously built a global network of partners that provide our services nationally and internationally in over 80 countries.

• SkyPark is our Secure Technology Logistics Center
• Link59 is our Security Operations Center (SOC) in Midtown
• STAD is our Secure Technology Asset Disposition facility in Old Brooklyn, OH and Grand Rapids, MI
• Additional sales, configuration, and asset disposition operations located in Grand Rapids, MI, and Erie, PA

MCPc and our associates are dedicated to the communities in which we serve and actively participate on numerous nonprofit boards and tirelessly donate our time to many charitable organizations.

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing client base. We believe in training and career development for all associates. As you may imagine, as a trusted global data protection and endpoint solutions company, we hold ourselves to the highest level of security. As such, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

Job Description

Position Overview:
The Part Coordinator position is responsible for managing all break fix operations including but not limited to researching vendor inventories and prices, providing quotes for internal departments as well as customers, acting as the liaison between MCPC and external vendors, generating various reports, updating departmental databases, and troubleshooting any database issues.

Key Tasks and Responsibilities:

• Coordinate between MSP and ERP systems
• Manage MSP Service Board (ConnectWise)
• Manage Responsibilities for ordering and receiving parts within ERP (JDE)
• Perform Parts Changes when vendors swap parts
• Troubleshoot inventory errors, process errors
• Process warranty claims for HP, Lenovo, Dell, Microsoft
• Order parts per manufacturer Warranty terms, per customer
• Tailor and edit diagnostic descriptions from technicians
• Coordinate troubleshooting with warranty representatives
• Process Billable claims for Medical Carts, Printers, and the above PC manufacturers
• Coordinate quotes between technicians, company liaisons, and MCPc Sales Reps
• Correctly enter Sales Orders POs into MSP ERP system
• Order Parts per vendor, per availability of parts
• Process Part Returns DOA Claims
• Coordinate with vendors, technicians to obtain RMAs and Return Labels
• Account for returns parts in ERP and MSP, generate Credits to be issued if necessary
• Order replacement parts
• Report to various members in and out of MCPc
• Administrate open call reports for GR Break/Fix Team Supervisor
• Generate Warranty Labor Remittance reports for Accounting Supervisor
• Identify sources of debit notices
• Maintain customer tracking spreadsheets
• Administrative Responsibilities
• Maintaining all departmental communication (internally and externally)
• Follow-through with all departments
• Preserve and support relationships with vendors, customer and internal departments
• Other duties as assigned

Key Outcomes of the Position:

• Serve as primary parts ordering role for MCPc
• Provide Break Fix Supervisor for various report generation for all MCPc customers
• Input data from Break/Fix team, output orders into JDE, CW
• Troubleshoot ERP errors, relying on team members when unable to do so independently.

Skills and Attributes Required:

• Highly organized
• Team player
• Flexible Communicator
• Systemic Thinker
• Proficient at multitasking
• Able to coordinate with remote users
• Able to adapt to changing customer demands

Experience and Educational Requirement necessary to the job:

• Use of MS Office (Outlook, Excel, Word)
• H.S Education, 2 years of college or equivalent in workplace

Physical Requirements:
The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting. There is occasional driving to other office or customer locations.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties as requested by their supervisor.