Description

Job Summary:

• The Field Service Technician installs, maintains and services company and/or multi-vendor equipment at customer locations in response to assigned service calls within established service level agreement timeframes.
• Demonstrates intermediate customer service communications skills to maintain positive customer relations (internal and external).

KNOWLEDGE, SKILLS AND ABILITIES

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• Technical

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• Understands and executes written and oral instructions.

• Possesses Intermediate PC skills - Capable of copying/saving files, configuring network settings, loading software
• Ability to operate a multi-meter to measure voltage, amperage, and resistance.
• Ability to successfully complete training on electro-mechanical equipment serviced in geographical territory.
• Must have valid provincial driver’s license and maintain “approved” driver status and/or a clean driving abstract to Burrough’s satisfaction; have and maintain a reliable vehicle with appropriate insurance, if driving own vehicle; or maintain company vehicle according to established schedule and policies. Must have valid driver’s license and maintain “approved” driver status; have and maintain a reliable vehicle with appropriate insurance, if driving own vehicle; or maintain company vehicle according to established schedule and policies
• Capable of providing clear description of issues to tech support for research and resolution options.
• Ability to operate basic hand and power tools.
• Behavioral
• Builds Trust
• Problem Solving
• Communications
• Customer Service
• Team Orientation/Collaboration
• Quality Orientation/Attention to Detail

EDUCATION AND EXPERIENCE

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• 2+ years of experience servicing electro-mechanical equipment.
• Must hold a valid provincial driver’s license with clean Motor Vehicle Report (MVR)Driver’s Abstract.
• High school diploma or GED
• Some technical school training preferred, but not required.
• Demonstrates an intermediate mechanical, technical, electronic skill set.
• Holds certifications/passed training and has demonstrated proficiency servicing certain vendor equipment serviced in geographical area.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

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• The Service Technician operates in field service environment covering customer/client locations in designated districts.

• Client locations can include both indoor/outdoor environments where technicians can be exposed to varying weather conditions
• Travels by car, van or public transportation to various assigned customer locations.
• Must be able to work a flexible work schedule. Hours may include mornings, evenings, overnights and weekends as required to meet the needs of our customers.
• Overtime may be required on occasion.
• Ability to operate and climb on a step ladder

• Installs, maintains and services assigned equipment at customer locations.
• Performs diagnostics and testing of ATMs to ensure performance SLAs and Service quality meets/exceeds established specifications.
• Proactively enlists the assistance of more experienced technicians, lead technicians, and/or technical support when required to resolve complex problems.
• Utilizes the Burroughs Process (PAIR-CPR) to deliver high-quality service.
• Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
• Takes responsibility for potential or desired follow-up services or problem escalation.
• Maintains parts inventory with high degree of accuracy.
• Maintain service keys in secure manner.
• Provides encouragement and assistance to less experienced technicians when required to resolve certain complex problems as well as improve the skills of the less experienced technician.