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Field Service Technician

3 months ago

Edmonton, Canada Burroughs, Inc. Full time

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).

Essential Functions/Key Responsibilities

  • 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.

Knowledge, Skills And Abilities

    • Technical
      • 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

      • 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

    • 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 [GK2]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
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