Field Engineer

Summary:

Responsible for working on cash automation machines, ATM/ITMs, and other related equipment, providing customer service, installation, repair, upgrade, testing, and maintenance. The Senior Field Service Technician also undertakes project-based work, offers escalation support to other Technicians, and contributes to refining the company's processes and procedures.

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.
• 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.
• Troubleshoot network issues, coordinating with multiple vendors when necessary, and building a strong case to secure their support and assistance.
• Use technical knowledge to perform repairs according to schedule.
• Document all calls, notes, and time logs in Leverage (CRM).
• 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.
• Scoping and executing project-based work for clients (e.g., ATM/ITM 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:

• Full-time availability.
• Valid driver's license.
• Effective communication through Microsoft Outlook and other company platforms.
• Maintain hardware and software competencies after product training.
• Work independently and meet customer deadlines.
• Read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; speak effectively before customers or employees.
• Solve problems involving several variables in different situations.
• Apply common sense understanding to carry out written, oral, or diagram instructions.
• Communicate effectively with customers.
• Three years of related experience as a Field Service Technician, or equivalent combination of education and experience.
• NCR Certification is a plus.
• Basic network troubleshooting knowledge involving TCP and UDP ports, including identifying and resolving firewall issues, misroutes, and improper NAT configurations.
• Familiarity with SSL handshakes, and the creation, use, and troubleshooting of SSL certificates is a plus.
• Familiarity with packet capture and analysis is a plus.
• High School diploma or general education degree (GED).
• Associate's degree or higher preferred.
• Two to four years of related experience and/or training, or equivalent combination of education and experience.
• Networking certifications or experience, such as CompTIA Network+ or Cisco CCNA, are a plus but not required.
• Cash Automation industry experience/certifications with vendors such as Glory, NCR, etc. are a plus but not required.