CAN - Service Technician 2

Field Service Ottawa, ON

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

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 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 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, overnights 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

Burroughs, Inc. Careers