Field Service Technician 2

**Description**

**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 a 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 US 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 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