Job Title: Field Service Technician - I

Department: Field Service

Reports To: Customer Performance Manager

FLSA Status: Non-Exempt

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Why Work Here?

We have the best in class technology & services and seek the best talent to join our collaborative team in our drive for excellence!

VETERANS WELCOME

Overview: Our Field Service Technicians provide first line maintenance for ATMs, perform limited repairs and preventive maintenance on a variety of financial equipment, perform project and installation support as needed, and work on PC and PC peripheral equipment. Individuals responding to this position must have the ability to use basic hand tools including but not limited to multi-meter, volt-meter, volt-ohm meter and must have basic PC/network knowledge.

Essential Duties and Responsibilities include the following, but not limited to:

• Prioritizing and planning service calls
• Adhere to service operating procedures
• Troubleshooting, diagnosing, and resolving product performance issues
• Identify and resolve problems in a timely manner by gathering and analyzing information skillfully, developing alternative solutions
• Take ownership of your assigned territory and meet service performance goals
• Meets productivity standards, quality metrics, administrative tasks and duties in a timely manner
• Ensure above and beyond professional customer service in all situations 
• Responds promptly to customer needs, meets customer commitments, and solicits feedback from the customer
• Updating call status to reflect an estimated time of arrival (ETA) and providing resolutions and updates as required
• Working with local service team and service management team to reassign calls as required
• Timely and accurate reporting of service updates and call closure information to the call center
• Escalation of issues to the service management team as required
• Follow material control processes in support of assigned responsibilities (keys, combinations, alarms, parts inventory, etc.)
• Organize and utilize technical documentation in support of job responsibilities
• Actively participate in equipment maintenance and supply sales lead program
• Participate in special background checks based on customer requests

Supervisory Responsibilities: this job does not have supervisory responsibilities

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.

Education and/or Experience

Strong electromechanical and/or mechanical skills with a minimum of 2 years of technical services experience or equivalent education required; Must have computer and network experience; ATM repair, equipment and maintenance experience preferred. A certification along with Customer service experience preferred.

Job Skills, Requirements:

• Competent with a computer and Windows application
• Experience with downloading and up grading software
• Troubleshooting, diagnosing, and resolving product performance issues
• Maintains professional confidentiality and patience with customers and within the workplace 
• Uses reason and implements solutions while managing difficult or emotional customer situations and topics
• Maintain a professional attitude and demeanor to foster positive customer relationships
• Professional communication in speaking with and listening to customers
• Critical thinking, quick decision making, and using reason while dealing with emotional topics
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as the ability to write routine reports and correspondence
• Speaks clearly and persuasively in a positive manner even in negative situations
• Clear verbal and written communication, effective listening, asks for assistance and clarification when needed
• Ability to deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to build, maintain, and contribute to a positive team workplace 
• Have and maintain a clean and valid motor vehicle record and driver's license
• Travel schedule coordination skills
• Up to 50% overnight travel as required by the needs of the business
• Prolonged travel with driving several hours per day to service locations
• Flexible schedule to accommodate rotating and weekend shifts, over-time and on-call as needed
• Ability to work weekends and holidays
• Dependable and consistent attendance ensuring work duties are covered when absent

Bancsource Perks & Benefits include:

• Competitive Pay
• Bi-weekly Bonus potential
• PTO Package, and Paid Holidays
• Comprehensive Health, Dental, and Vision Insurance
• Free Medical plan option for employee
• HSA and FSA Health Care Accounts
• 401k Savings Plan with Employer Match
• Company Paid Life Insurance
• Company Vehicle, Fuel and Credit Cards for Expenses
• Company Provided Cellphone, Tablet, Laptop
• Employee Assistance Program
• On Going Learning & Development Training

Who We Are

Bancsource is a nationwide maintenance service (technology) provider to over 1,200 banks and retailers. The key technology serviced includes ATM’s, Smart safes, ITM’s, teller cash recyclers, core connected technology, branch solutions, outsourcing, managed services and other banking technology. The company is based in Springfield, Missouri and has been operating for more than 40 years. Bancsource services all major OEM equipment for mission-critical customer systems including ATM’s, smart safes, drive-up systems, vaults, and sorters. 

Bancsource is an equal opportunity employer. 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. This position is of the Safety Sensitive nature and on a daily basis requires that the individual operate machinery and various hand tools, drive a company vehicle, and interact with customers on commercial premises. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; bend; use hands to finger, handle, or feel and reach with hands and arms, repetitive grasping and manipulating objects of varying size and weight. The employee is occasionally required to climb or balance and stoop, kneel, crouch, squat, or crawl. The employee must occasionally lift and/or move up to 100 pounds of tools, parts, and/or equipment. Specific vision abilities required by this job include the ability to adjust focus. This position requires fine motor skills and hand-eye coordination.

Per upcoming OSHA Emergency Temporary Standards, announced September 9th, 2021, COVID-19 Vaccination will be required to be eligible for employment.