Field Service Technician 2
Description
JOB DESCRIPTION
Position Code: 0000020
Job Title: Service Technician 2
Department: DSA
Cost Center: DSA
Function: Service-1
Reports To: District Manager
EEO-1: Technicians - 2
FLSA Status: Hourly Non-Exempt
Job Summary:
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
o Understands and executes written and oral instructions.
o *Possesses Intermediate PC skills - Capable of copying/saving files, configuring network
settings, loading software
o Ability to operate a multi-meter to measure voltage, amperage, and resistance.
o Ability to successfully complete training on electro-mechanical equipment serviced in
geographical territory.
o 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
o *Capable of providing clear description of issues to tech support for research and
resolution options.
o Ability to operate basic hand and power tools.
Behavioral
o Builds Trust
o Problem Solving
o Communications
o Customer Service
o Team Orientation/Collaboration
o Quality Orientation/Attention to Detail
Education and Experience:
*2+ years of experience servicing electro-mechanical equipment.
Must hold a valid US driver’s license with clean Motor Vehicle Report (MVR).
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 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
Checklist for Physical Activities and Requirements, Visual Acuity and Working Conditions
The information below is intended to describe the general content of, and requirements for, the
performance of this job in an eight hour day. It is not to be construed as an exhaustive statement
of duties, responsibilities or requirements and does not limit the assignment of additional duties
at the discretion of the manager.
Physical
Requirements
Rarely
(< 1/2
hr/day)
Occasionally Frequently Continually
Not
Applicable
(1/2 – 2.5
(2.5 – 5.5
hrs/day)
X
(5.5 – 8.0
hours/day)
hrs/day)
Sitting
Stationary
X
Standing
Walking
Ability to be
mobile
X
X
X
Crouching
(bend at knees)
Kneeling/Crawling
Stooping
X
X
(bend at waist)
Twisting
X
(knees/waist/neck)
Turn/Pivot
Climbing
Balancing
Reaching
X
X
X
X
Overhead
Reaching
Extension
Grasping
X
X
Pinching
Pushing/Pulling
Typical Weight
Maximum
weight
X
X
250
75 – 100
lbs
100 lbs
Lifting/Carrying
Typical Weight
Maximum
Weight
X
75 – 100
lbs
100 lbs
Other Physical
Demands
Driving a
vehicle
Keyboard Typing
X
Sensory
Requirements
Talking in person
Talking on
X
X
Telephone
Hearing in person
Hearing on
X
X
Telephone
Other Sensory
Requirements
Vision
Working
Conditions
X
X
Subject to hazards
(e.g. electrical
current)
Other Duties: Please note this job description is not designed to cover or contain a comprehensive
listing of activities, duties, responsibilities and/or time of service that are required of the employee for
this job. Duties, responsibilities and activities may change at any time with or without notice depending
on company/client requirements.