Field Service Technician

3 weeks ago

Burnaby, Canada Diebold Nixdorf Full time

**Position Overview**

Diebold Nixdorf is a leading global developer and manufacturer of retail/banking equipment. We are currently seeking a Senior Field Service Technician. You would be expected to perform advanced installation and repairs on all Diebold Nixdorf products and services. This includes scheduled cleanings and other advanced maintenance on conventional products such as locks, vaults, etc. as well as special project work, as needed. This position may require the use of sophisticated hand tools, limited parts and an expert understanding of PC, PC peripherals and network connectivity. Install, debug and provide technical maintenance for hardware and software of products and components within assigned area of responsibility mainly at customer´s premises. This work often focuses on systems and incidents with relative high complexity. Provision of technical leadership and coaching to non-Senior Field Service Technicians.

**Key responsibilities**
- Incident Handling: Perform trouble shooting via detailed analysis of HW and SW failures with the usage of all available diagnostic tools. This includes repair of HW on component level, cleaning and adjustment of mechanical components and configuration and installation of SW.
- Preventive Maintenance: Perform routine checks according to documented preventative maintenance procedures and refill consumables as directed.
- IMAC/R: Perform Installation, Movement, Addition, Change and Removal of hardware and software products and components as directed.
- Customer Training: Instruct and train customers on usage and operation of installed HW and SW.
- Process Tasks: Receive briefing for incidents and orders from dispatch function.
- Update dispatch function of all unforeseen issues. Provide detailed debriefing on all performed activities. Proactively inform customers about performed actions.
- Continuous Improvement Process: Observe technical or process problems at all times, proactively inform about potential problems and offer improvement suggestions if possible.
- Actively use corporate tools and processes for knowledge sharing, e.g. knowledge base to find solutions and provide input for it.
- Training: Participate in regular hardware and software trainings (on the job, classroom trainings and web-based trainings) according to the corporate training concept and receive certification after passing relevant test. Perform on-the-job trainings and audits for assigned Junior Field Service Technicians and Field Service Technicians.

**Required Qualifications**
- Proven track record of more than 5 years of progressive banking/retail Service Technician experience.
- Professional education in IT- or mechatronic/electronic-related profession. In individual cases it is possible to assign the job to an employee, if the essential professional knowledge is acquired by work experience.
- Product knowledge of relevant industry and basic ITIL skills preferred.
- Interpersonal competence for coaching of colleagues.
- Understand technical documentation and knowledge base information and for HQ 3rd level support and/or contact with other Senior/Field Service Technicians.
- Ability to lift and move heavy loads, stand most of the day, climb, bend and stoop while working on equipment.
- Acceptance of exposure to the outside elements.
- Shift adaptability, which would include an on call rotation for evenings and weekends.
- Exceptional customer service skills are needed.
- Ability to organize and inventory truck stock parts and tools.
- Sense of urgency, organizational skills, professional presence and work in team environment.
- Ability to pass MVR, background and drug test where required.

**Preferred Qualifications**
- Intermediate or greater with retail/banking Service Technician work experience preferred.
- Vocational/Trade School preferred**Aperçu du poste**

Diebold Nixdorf est l’un des chefs de file au niveau mondial dans le développement et la fabrication d’équipements bancaires et de commerce de détail. Nous recherchons présentement un(e) technicien(ne) principal(e) de service sur le terrain. Vous devrez réaliser des installations et des réparations avancées sur tous les produits et services de Diebold Nixdorf. Ces tâches comprennent des nettoyages planifiés et d’autres activités de maintenance avancées sur des produits conventionnels tels que des dispositifs de verrouillage, de coffres-forts, etc., ainsi que des projets spéciaux, au besoin. Ce poste peut nécessiter l’utilisation d’outils manuels complexes, de pièces limitées et une connaissance experte des PC, des périphériques de PC et de la connectivité réseau. Vous installerez, déboguerez et assurerez un entretien technique pour le matériel et les logiciels des produits et composants dans le domaine de responsabilité assigné, principalement dans les locaux du client. Le travail requis dans le cadre de ce poste porte souvent sur des systèmes et des incidents d’une complexité relati

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