• Niels Dragsbaek

Now Hiring: Senior ITM-ATM Specialist

Summary: Responsible for working on machines and providing customer service installation, repair, upgrade, test, and maintenance of cash automation, ATM/ITMs, and other equipment. Also responsible for project-based work, providing escalation support for other Technicians, and enriching the companies processes and procedures.


Duties and Responsibilities:

· On time for work and effectively manage schedule throughout the day.

· Install cash automation and ATM/ITM equipment and parts.

· Travel to customer locations to complete repairs on an as needed basis.

· Complete repairs in a timely manner.

· Perform preventative maintenance and upgrades of software and hardware.

· Diagnose system problems and perform repairs (like modular swaps and unit replacements).

· Apply knowledge and ability to perform technical repairs according to schedule.

· Diagnose and troubleshoot problems with the appropriate equipment to determine most efficient course of action.

· Recommend and explain additional repairs to customer as appropriate.

· Document all calls, notes and time logs in Leverage.

· Correspond with dispatch in a timely manner.

· Respond to customer inquiries while on site or by telephone.

· Maintain vehicle and the service areas in a safe and orderly manner.

· Correspond with management by sending end of day reports with all information as to how the day went, open issues, and help needed.

· Contact Vendors via telephone to obtain repair items, components, and information as needed.

· Responsible for all paperwork to be in order including for module return program.

· Return modules and parts to vendor or office in a timely manner.

· Projects/Team Responsibilities

o Scoping and performance of project-based work for clients (i.e. ATM/ITM software upgrades).

o Validating procedures and recommended equipment configurations (i.e. ATM software recommended patch levels, relevant manufacturer Service Bulletins to apply, etc.)

o Responsibility to update shared content for other technicians.

o Provided escalation support for technicians onsite with clients that encounter roadblocks.

o Lead by example for other technicians. This includes professional execution with customers and doing an exemplary job in following company outlined procedures.

· Perform other related duties as assigned.


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· General

· Ability to work full-time.

· Ability to maintain a valid driver’s license.

· Ability to effectively communicate through Microsoft Outlook and other company platforms.

· Ability to maintain hardware and software competencies after being trained on product offering.

· Ability to work independently and meet customer deadlines.

· Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively before customers or employees of organization.

· Ability to deal with and solve problems involving several variables in different situations.

· Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

· Ability to communicate effectively with customers.

· Ability to deal with and solve problems involving several variables in different situations.

· Three years related experience as a Field Service Technician; or equivalent combination of education and experience.

· NCR Certification is a plus.


Education/Experience:

· High School diploma or general education degree (GED).

· Associates degree or higher preferred.

· Two to four years related experience and/or training; or equivalent combination of education and experience.

· Cash Automation industry experience/certifications with vendors including Glory, NCR, etc. a plus but not required.


Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Service Technicians must be able to work both remotely at customer locations and occasionally at the main office workshop. The noise level in the work environment is usually moderate.


Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Essential functions of this position include driving several hours per day, carrying, and lifting tools, parts, and equipment weighing up to 50 lbs. While performing the duties of this job, the employee is regularly required to sit and work efficiently on the computer. It may encompass walking, crouching, kneeling, lifting, and traveling out to meet up with various technicians to observe their day.