Service Technician
Description
Position Summary
Responsible for staging/kitting, repairing, installing, maintaining, troubleshooting and upgrading RFID, Wireless and Barcode systems, software, hardware, and related peripheral equipment. The technician assesses user training needs and trains users in effective use of standard applications; makes recommendations regarding hardware and software use; prepares documentation and provides user assistance to OCR Canada customers.
Job Responsibilities
- Assists with the Staging/Kitting of customer’s equipment
- Repairs, installs, configure and upgrade Barcode, Wireless, Mobile, Printer and RFID systems and software.
- Assembles and configures computers, monitors, wireless network infrastructure and data collection equipment. Such as Mobile Handheld devices, Vehicle Mount Computer devices, barcode printers, barcode scanners and related hardware; Install network cables and rewires or directs the rewiring of cables as required for new installations and reconfigurations for Wireless Network infrastructure and Wireless Site surveys.
- Evaluates repair requests, determines extent of needed service and exercises considerable judgment in continuing with the service or forwarding extensive requests to supervisor or suppliers.
- Reviews and determines extent of needed service and exercises considerable judgment in continuing with the service or forwarding equipment to suppliers.
- Provides prompt and effective problem solving and troubleshooting to customers through telephone and email contact when system failures or dysfunctions occur.
- Assesses needs and trains users in effective use of equipment makes recommendations to OCR Canada staff regarding hardware and software solutions and new technologies.
- Keeps up to date on new equipment and software training and OEM certifications to continue to have OCR Canada stay compliant for each OEM technical requirement as laid out in their partner agreements.
- Support Sales team members on customer calls or visits
Relationships and Roles
- Maintain and Develop relationships with sales department to assist and support them with OCR Canada customer needs.
- Maintain and Develop relationships with OEM SE, repair and technical staff.
- Work with fellow OCR Canada Technicians to cross train on knowledge of various types of equipment.
- Work with the OCR Canada programming team to understand the integration of our software with hardware
Education & Experience:
- High School or Diploma minimum
- 1+ years’ experience in IT
Preferred Characteristics
- Excellent Computer skills & Computer literate
- Excellent Task and Priority Skills
- listening, understanding and responding professionally
- Excellent problem-solving/judgment skills
- Excellent interpersonal, organizational and communication skills (both verbal and written)
- Commitment to customer satisfaction, retention and loyalty.
- Ability to work independently in a fast-paced, team-oriented environment.
- Strong multi-tasking and decision-making skills are required.
- Must be fluent in English
- Excellent written and verbal communication skills
- Proficient in MS Office products
- Well organized