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Field Service Technician

2 weeks ago

Montréal, Canada Diebold Nixdorf Full time

**Position Overview**

Diebold Nixdorf is a leading global developer and manufacturer of retail and banking equipment. We are currently seeking a Firstline Field Service Technician. Within your assigned area of responsibility, as a Firstline Field Service Technician, you will perform basic installation and minor repairs on all Diebold Nixdorf products and services including maintenance for banking equipment, ATM's, retail point of sale equipment, and related PC and PC peripherals. Additionally, you will provide scheduled cleanings and other basic maintenance on conventional products such as locks, vaults, etc. as well as special project work, as needed. This position may require the use of basic hand tools, limited parts and a general understanding of PC, PC peripherals and network connectivity.

**Key Responsibilities**
- Prioritizing and planning service calls in order to ensure a high level of customer service and meet service level agreements.
- Contacting the customer with the estimated time of arrival.
- Escalating problems and reassigning calls when appropriate.
- Reviewing call history.
- Accurately reporting service data.
- Interacting in a professional manner with customers to foster positive relationships.
- Performing some minor maintenance on ATMs (e.g., replacing light bulbs, card reader belts, air filters, etc.).
- Performing basic installation functions (e.g., pulling cables, mounting devices, installing Mas-Hamilton locks).
- Performing technical fixes such as clearing paper jams, card jams, bill jams, etc.
- Following key/alarm/combination control processes in assigned area of responsibility.
- Supporting service technicians in performing preventative maintenance inspections on conventional products.
- Maintaining effective communication with Service Technician team members, your business team and management.
- Developing working knowledge of all operating standards, practices, and procedures.

**Required Qualifications**
- High school diploma, GED or demonstrated relatable work experience
- Ability to use basic hand tools and limited parts
- Basic understanding of PC, PC peripherals, and network connectivity
- Product knowledge of relevant industry and basic ITIL skills preferred.
- 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.
- Exceptional customer service skills are needed.
- Ability to organize and inventory truck stock parts and tools where applicable.
- Sense of urgency, organizational skills, professional presence and work in team environment.
- Ability to pass MVR, background and drug test where required.
- Demonstrated ability to represent the company in a dependable and professional manner.
- Ability to work independently with little supervision.
- Shift adaptability, which would include an on call rotation for evenings and weekends.
- Ability to work alternative shifts such as weekends, holidays, afternoons or evenings.

**Preferred Qualifications**
- Vocational degree in an electromechanical field is preferred.
- Hands on electromechanical repair/installation experience.
- Current Industry knowledge and prior experience servicing Diebold Nixdorf banking and retail equipment or other ATMs.
- Prior experience as a Field Service Technician.

Une carrière connectée et stimulante chez Diebold Nixdorf. Dans le monde hyperconnecté dans lequel nous vivons, nos équipes automatisent, numérisent et transforment les activités bancaires et d’achat de plus de 75 millions de consommateurs. Joignez-vous à nous pour jouer un rôle crucial dans le commerce branché d’aujourd’hui.

**Aperçu du poste**

À titre de technicien de service de première ligne affecté aux guichets automatiques bancaires, vous offrirez des services de maintenance sur les guichets automatiques bancaires (GAB), l’équipement de point de vente au détail ainsi que les ordinateurs et périphériques connexes. Vous effectuerez également des tâches planifiées de nettoyage et d’entretien de base sur les serrures Kaba Mas/Mas-Hamilton. Vous serez par ailleurs appelé à travailler à des projets spéciaux, au besoin, et à effectuer des installations de base et des réparations mineures à l’égard de tous les produits et services de Diebold. Ce poste peut exiger l’utilisation d’outils manuels de base et de certaines pièces ainsi que des notions générales en matière d’informatique, de périphériques et de connectivité réseau. Les niveaux de compétence seront évalués dans le cadre d’une formation assistée par ordinateur (FAO), d’une formation technique structurée et de vérifications sur le terrain.

**Responsabilités**
- Déterminer les priorités et planifier les appels de service.
- Communiquer avec le client pour lui annoncer l’heure d’arrivée prévue.
- Soumettre les problèmes aux échelons supérieurs et confier les interventions à quelqu’un d’autre au