What are the responsibilities and job description for the Repair Technician 3 - Systems position at Kontron Americas?
Description
Kontron is a global leader in IoT/Embedded Computing Technology (ECT). Kontron offers individual solutions in the areas of Internet of Things (IoT) and Industry 4.0 through a combined portfolio of hardware, software and services. With its standard and customized products based on highly reliable state-of-the-art technologies, Kontron provides secure and connected applications for a wide variety of industries. As a result, customers benefit from accelerated time-to-market, lower total cost of ownership, extended product lifecycles and the best fully integrated applications.
In addition to being an established global presence with opportunities for growth, Kontron encourages communication through all levels of the organization to ensure a common direction and allow our employees to make informed decisions. Our culture has been created by the people who work here, making Kontron a fast-paced, friendly, and enjoyable workplace with competitive salaries, excellent benefits, and a flexible-shift 9/80 work (eligibility determined by department) which gives employees every other Friday off. Kontron America, Inc.
Position Summary
The Repair Technician 3 – Systems plays a critical role in diagnosing, troubleshooting, and repairing returned Kontron products, including rackmount servers, industrial PCs, and computing peripherals. Operating with limited supervision, this technician ensures repairs and rework are executed with precision and aligned to company quality standards, ISO procedures, and department-level OKRs. This role supports a best-in-class customer experience by enabling fast, accurate system turnaround and contributing to continuous improvement initiatives across Technical Services. As a senior-level technician, this position also functions as a technical mentor and problem-solving leader within the team.
Key Responsibilities
System-Level Repair & Diagnostics
Education & Experience
Kontron is a global leader in IoT/Embedded Computing Technology (ECT). Kontron offers individual solutions in the areas of Internet of Things (IoT) and Industry 4.0 through a combined portfolio of hardware, software and services. With its standard and customized products based on highly reliable state-of-the-art technologies, Kontron provides secure and connected applications for a wide variety of industries. As a result, customers benefit from accelerated time-to-market, lower total cost of ownership, extended product lifecycles and the best fully integrated applications.
In addition to being an established global presence with opportunities for growth, Kontron encourages communication through all levels of the organization to ensure a common direction and allow our employees to make informed decisions. Our culture has been created by the people who work here, making Kontron a fast-paced, friendly, and enjoyable workplace with competitive salaries, excellent benefits, and a flexible-shift 9/80 work (eligibility determined by department) which gives employees every other Friday off. Kontron America, Inc.
Position Summary
The Repair Technician 3 – Systems plays a critical role in diagnosing, troubleshooting, and repairing returned Kontron products, including rackmount servers, industrial PCs, and computing peripherals. Operating with limited supervision, this technician ensures repairs and rework are executed with precision and aligned to company quality standards, ISO procedures, and department-level OKRs. This role supports a best-in-class customer experience by enabling fast, accurate system turnaround and contributing to continuous improvement initiatives across Technical Services. As a senior-level technician, this position also functions as a technical mentor and problem-solving leader within the team.
Key Responsibilities
System-Level Repair & Diagnostics
- Perform advanced diagnostics and repairs on rackmount servers, medical systems, industrial PCs, and peripheral components.
- Accurately execute system-level upgrades and modifications using Work Instructions, Fault Tree system & schematics.
- Follow Special Repair Instructions (SRI) and manage daily priorities through the scheduling tool (Velosity).
- Ensure repairs meet the standard 15-business-day turnaround metric.
- Adhere to ISO-compliant procedures and department SOPs; support organizational and department-level OKRs.
- Maintain documentation accuracy in the ERP system for repair tracking, inventory control, and quality metrics.
- Prepare detailed failure analysis reports and repair estimates for out-of-warranty units.
- Partner with Engineering and RMA Product Support teams to resolve escalated or novel technical challenges.
- Provide feedback on design and reparability to improve future products and reduce repeat RMAs.
- Communicate directly with customers to clarify technical issues and ensure resolution quality.
- Act as a subject matter expert (SME) and provide peer coaching on diagnostic methods and internal procedures.
- Model best practices in troubleshooting, documentation, and customer communication.
- Contribute to a culture of knowledge sharing, innovation, and high performance.
Education & Experience
- Associate’s Degree in Electronics, Computer Science, or equivalent technical/military training.
- Minimum of 5 years of hands-on system-level repair experience involving servers, industrial PCs, or modules.
- Familiarity with Lean Six Sigma or continuous improvement principles is a strong plus.
- Proficient in assembly, diagnostics, and repair of rackmount servers and industrial computers.
- Knowledge of remote server management tools and out-of-band system maintenance.
- Working experience with Windows Server, general Windows OS, and Linux distributions.
- ERP system proficiency for service tracking and workflow updates (SAP preferred).
- Competency in Microsoft Office applications (Excel, Word, Outlook).
- Excellent communication and documentation skills.
- Detail-oriented with strong organizational and multitasking capabilities.
- Positive, flexible attitude in dynamic environments.
- Collaborative team player with strong work ethic and integrity.
- Must participate in Kontron’s FAA Drug & Alcohol Abatement Program (unless management exempts).
- Occasional travel may be required depending on project or site-specific needs.