Customer Technical Support II

Job Summary

Skilled mechanical service technician to assess and repair highly mechanical, automated interactive self-service kiosks in multiple states. Evaluates, troubleshoots, and repairs complex and small intricate parts, DC motors, gearboxes, cams, slides and rails, cutters, spring motion arms and levers, wiring, motherboards, control boards, PCB boards, mechanical and optical switches, with the aptitude to use a PC to perform specialized mechanical assessments. Repair work may entail installation of new software updates, firmware updates, computing systems, and specialized mechanical parts. The position is 80% remote work spent is assessing and repairing highly mechanical, automated interactive self-service kiosks with 20% of time spent and assessing and evaluating repair activities of mechanical equipment by on-site technicians. The position assesses and repairs highly mechanical, automated interactive self-service kiosks and time spent assessing and evaluating repair activities of mechanical equipment by on-site technicians.

Essential Job Functions *

1. Provides first point of contact to customers. Tests, troubleshoots, and calibrates kiosks to resolve issues.
2. Escalates kiosk issues to the next level of support if troubleshooting attempts fail.
3. Evaluates and interprets a variety of technical manuals, schematics, and diagrams.
4. Thoroughly documents kiosks issues, repairs, updates, troubleshooting techniques, and resolutions or escalations in E1/K2.
5. Orders replacement parts and systems, as needed.
6. Responds to and recommends repairs to kiosks based on error messages received from kiosks.
7. Remotely updates and/or install new software on kiosks.
8. Dispatches field service technicians to retrofit kiosks with new or updated components when engineering changes are implemented.
9. Provide technical support, instruction, and assessment assistance to field service technicians.
10. Assist in training new technical service operations employees, as needed.
11. Attend departmental team meetings and provide feedback or recommendations for process improvements.
12. Maintains knowledge of current technical product information and departmental operations and procedures.
13. Ability to work weekends, evenings, holidays, or overtime, as needed.
14. Performs other duties as assigned or requested.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• A High School diploma, GED, or equivalent combination of education, formal training, and experience is required
• An associate’s degree in electrical engineering, industrial technology, mechanical engineering, or equivalent is a plus.
• A minimum of 3-5 years of experience in technical support, help desk troubleshooting, or a related field
• Experience handling complex technical issues, troubleshooting hardware and software problems, and providing customer support is required.

Competencies – Knowledge, Skills and Abilities

• Must possess a strong technical background and in-depth knowledge of hardware, software, operating systems, networking protocols, and other relevant technologies.
• Must possess mechanical and specialized equipment assessment and repair skills
• Demonstrated leadership abilities to mentor and guide junior tech support agents.
• Ability to provide constructive feedback, train new team members, and assist in their professional development.
• Strong communication, verbal and interpersonal skills, and a mechanical/technical aptitude to effectively collaborate with cross-functional teams is required.
• Knowledge of various computer systems, devices, and software platforms is essential.
• Must remain updated with the latest advancements in technology.
• Basic electrical wiring and circuitry skills.
• Experience in a technical support or technical help desk remote setting.
• Proven assembly and disassembly skills for complex subassemblies
• Excellent problem solving, analytical and critical thinking skills.
• Strong communication skills with the ability to remain motivated and positive.                        
• Internal support center or call center experience, preferred      

Operational Equipment

• Proficiency in the use of hand and power tools.
• Knowledge of Linux or equivalent software, preferred