ATM Service Technician (Customer Engineer 2) - Charleston, WV

Field Service Charleston, WV Huntington, WV


Description

Job Summary:

Installs, maintains and services equipment (such as copiers, ATM’s, kiosks, recyclers, dispensers, vaults, etc.) at customer locations in response to assigned service calls within established service level agreement timeframes.  Promotes and maintain positive customer relations. 

May act as lead CE on projects including installations, upgrades, training and/or backup for manager on occasion; or may act as customer representative on strategic accounts, escalations, special reports or relationship management. Viewed as expert in given field by company and customer. Serve as escalation point and mentor for other Customer Engineers.

Essential Functions/Key Responsibilities:

  • Installs, maintains and services hardware and /or software at customer locations.
  • Diagnoses and resolves product performance problems.
  • Updates status in call management system.
  • 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.
  • Maintains security keys in secure manner.
  • Coordinates assigned projects (e.g. upgrades); may fill in for manager for some duties.
  • Assists in training new techs and serving as the “go to person” for less experienced team members.
  • Performs other duties as assigned.