Field Service Technician - Field Services

Responsibilities

• Perform trouble shooting via detailed analysis of HW and SW failures with the usage of all available diagnostic tools.
• Repair of HW on component level, cleaning and adjustment of mechanical components and configuration and installation of SW.
• Perform routine checks according to documented preventative maintenance procedures and refill consumables as directed.
• Perform Installation, Movement, Addition, Change and Removal of hardware and software products and components as directed.
• Instruct and train customers on usage and operation of installed Hardware and Software.
• Maintain quality measurements and overall commitment to customer satisfaction.
• Provide timely follow-up to customer concerns and requests.
• 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.
• 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.
• 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.
• Installs FCOs (field change orders) and other equipment modifications as needed.
• Responsible for timely and accurate dispatch information (updated at time of call) and all administrative reports as defined by management, including service reports, expense reports, time and attendance records accurately and on time.

Requirements

• Demonstrate quality technical, electronic repair and maintenance skills.
• Maintain a working knowledge in technology and associated technical skills to systems, applications, tools and resources utilized in the office and field.
• Be proficient with the general Windows operating system and platforms.
• Be familiar and keep abreast of the field’s procedures, practices and concepts.
• Maintain a professional attitude and appearance at all times.
• Communicate effectively with internal and external personnel, both verbally and in writing.
• Interpret and understand technical documentation.
• Be PC literate and have good knowledge and application of the relevant tools and methods.
• Have product knowledge of ATM industry highly desirable.
• Have experience in servicing NRT QuickJack products or other ticket redemption products in a casino environment an asset.