ATM Field Service Technician

FTSI CORP

Job Description

Provide exceptional quality service by maintaining financial equipment, resolve hardware, software, and telecom errors as they occur in the field, repair parts, trouble shoot in a timely manner, provide telephone maintenance support, and general warehouse duties as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following but not limited to:

● The second line technician must be proficient in performing ATM second line and first line duties.

● Training requirements include training in servicing all types of ATM machines in the region in which you are assigned.

● Responsible for handling service calls in compliance with client contractual agreement.

● Complete all necessary paperwork and forward it to the proper department for further handling.

● Repair broken parts as needed; refurbish hardware completely from the ground up; identify and troubleshoot both hardware and software errors and perform upgrades to equipment for special projects.

● Responsible for proper handling of FTSI, Inc. property including but not limited to NCR Diagnostic disk and pass codes, NCR USB key and pass codes, customer information, inventory, and keys, and tools.

● Perform preventative maintenance duties as assigned and complete monthly or quarterly, whichever is required.

● Communicate with the FTSI communication center with closeout information pertaining to service calls.

● May be asked to work evenings and weekends on a rotated basis.

● Safety: Always be aware of your surroundings and the people in the vicinity that can pose threat to technician safety, technician safety is always first; Understand and follow all FTSI, Inc. safety procedures regarding equipment, tools, and handling of heavy objects; Learn the designated locations for fire extinguishers and safe use

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS Technical training /background or related experience preferred. Ongoing continued education is encouraged as it relates to products and services. Manufacturer and third-party training as needed for certification and expanding product line; software certifications are encouraged; ongoing training as required on new hardware and processes.

SKILLS and ABILITIES

- Firm grasp of mechanical and electrical functions.

- Must be able to diagnose and repair mechanical, electrical, and telecommunication faults.

- Must be proficient in using and repairing a PC.

- Must be able to effectively use tools and equipment as provided.

- Must possess critical thinking skills and the ability to make decisions while under limited supervision.

- Must be able to safely operate a motor vehicle and possess a valid driver’s license.

Customer Rapport

- The customer is the reason we all have a job.

- Have good communications that answer all questions as thoroughly as possible.

- Always treat a customer with courtesy, respect and in a professional manner.

- Wear a smile when you talk with a customer, even when on the phone it will shine through! Thank the customer with each call or conversation.

- Follow up with a customer that has had a problem ensuring they are satisfied with actions taken and no loose ends need to be taken care of.

FTSI Communications

- Maintaining good communication, with all areas, to ensure everyone is on the same page.

- Escalating issues that require upper management approval to appropriate person.

Physical Requirements

- Talking: the ability to clearly express ideas and instructions accurately and quickly, in person and on the telephone.

- Hearing: the ability to receive detailed information through oral communications in a decibel range of a normal conversational level and telephone conversations.

- Visual acuity to identify and read fine print, as well as a computer screen.

- Ability to hold a pen, type, and grasp documents, and to use a ten-key calculator.

- Ability to accept constructive criticism.

- Ability to interact with co-workers and customers.

EDUCATION and/or EXPERIENCE

Bachelor’s degree (BA or BS) from a four-year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience. Minimum of five years Field Services experience as it pertains to services, products, communication, and operations.

Proven experience in problem resolution, consistent and effective interaction with all levels of employees in an organization, specializing in working with credit unions, banks, and familiar with third party parts vendors.