Field Service Technician

JOB DESCRIPTION:

This is a client facing technical position for the Field Services Team. Employee is responsible for providing support to assigned Financial Center and/or Business Center clients within a given sub-region; ensuring that all problems are resolved or directed to the appropriate department. It is crucial to build and maintain solid working relationships with clients, both internal and external. Depending on the Job Duties assigned, the employee will be responsible for the following.

Duties and Responsibilities:

• Arrive on time for work and effectively manage daily schedule.
• Maintain a professional appearance and demeanor while interacting with customers, representing the company in a positive light.
• Support Financial Centers and Business Center/back-office staff through installations, modifications, and repairs on all affiliated hardware and software including but not limited to:
  • ATMs, ITMs, Desktops, Laptops, Phones, Tablets, Server Rooms plus other equipment & Software
• Responsible for timely resolution of requests received through Incident Management and other ticketing systems
• Install, repair, and maintain cash automation and ATM/ITM equipment, including hardware and software upgrades, and perform preventative maintenance.
• Travel to customer locations for repairs as needed.
• Diagnose and troubleshoot equipment issues, recommending and explaining additional repairs to customers when appropriate.
• Load and configure ATM/ITM software, promptly addressing and resolving any issues encountered during the process.
• Assist in monitoring and tracking software packages for ATM/ITM machines, ensuring timely and accurate updates.
• Liaise with vendors for support on software-related issues, collaborating effectively to achieve timely resolutions.
• Document all calls, notes, and time logs in incident management software
• Communicate professionally with customers, vendors, and dispatch, via phone and email, maintaining a professional appearance and demeanor at all times.
• Maintain a clean, safe, and organized vehicle and service area.
• Send end-of-day reports to management, including open issues and assistance needed.
• Ensure all paperwork is in order, including module return program documentation.
• Return modules and parts to vendors or the office promptly.

Project/Team Responsibilities:

• Scoping and executing project-based work for clients (e.g., ATM/ITM, Computer and software upgrades).
• Validating procedures and recommended equipment configurations (e.g., ATM software patch levels, relevant manufacturer service bulletins, etc.).
• Updating shared content for other technicians (Smartsheet and Syncplicity).
• Providing escalation support for technicians encountering on-site issues with clients.
• Leading by example through professional customer interactions and adhering to company procedures.
• Train, mentor, and support junior technicians in their professional development, sharing knowledge and best practices to ensure a high-quality service.
• Perform other related duties as assigned.

QUALIFICATIONS:

• Technical work history, with experience in Field Service Maintenance on ATMs, Kiosks, POS Systems or other electromechanical hardware using Trouble Management Systems, diagnostic tools, Asset Management Systems and other tools to effectively execute daily operations

OR

• Technical Certificates such at A+
• Team orientated professional with excellent communication skills
• Familiarity with geographic area preferred
• Articulate specific repairs, installs, and maintenance related work to clients in non-technical terms
• Highly motivated, self-starter that requires little hands-on management. Able to refer to supervisor with any questions or concerns

Benefits:

• Competitive Salary
• Paid Personal Time Off (PTO)
• 11 Company Paid Holidays
• Group Health Care Insurance
• Short/Long Term Disability
• Dental and Vision Care
• 401K (Fully Vested from Day 1)
• Company Vehicle and Credit card