Arrive on time for work and effectively manage daily schedule.
Maintain a professional appearance and demeanor while interacting with customers, representing the company in a positive light.
Install, repair, and maintain cash automation and ATM/ITM equipment, including hardware and software upgrades, and perform preventative maintenance.
Travel to customer locations for repairs as needed.
Diagnose and troubleshoot equipment issues, recommending and explaining additional repairs to customers when appropriate.
Load and configure ATM/ITM software, promptly addressing and resolving any issues encountered during the process.
Assist in monitoring and tracking software packages for ATM/ITM machines, ensuring timely and accurate updates.
Liaise with vendors for support on software-related issues, collaborating effectively to achieve timely resolutions.
Troubleshoot network issues, coordinating with multiple vendors when necessary, and building a strong case to secure their support and assistance.
Use technical knowledge to perform repairs according to schedule.
Document all calls, notes, and time logs in Leverage (CRM).
Communicate professionally with customers, vendors, and dispatch, via phone and email, maintaining a professional appearance and demeanor at all times.
Maintain a clean, safe, and organized vehicle and service area.
Send end-of-day reports to management, including open issues and assistance needed.
Ensure all paperwork is in order, including module return program documentation.
Return modules and parts to vendors or the office promptly.
Scoping and executing project-based work for clients (e.g., ATM/ITM software upgrades).
Validating procedures and recommended equipment configurations (e.g., ATM software patch levels, relevant manufacturer service bulletins, etc.).
Updating shared content for other technicians (Smartsheet and Syncplicity).
Providing escalation support for technicians encountering on-site issues with clients.
Leading by example through professional customer interactions and adhering to company procedures.
Train, mentor, and support junior technicians in their professional development, sharing knowledge and best practices to ensure a high-quality service.
Perform other related duties as assigned.
Qualifications
Full-time availability.
Valid driver's license.
Effective communication through Microsoft Outlook and other company platforms.
Maintain hardware and software competencies after product training.
Work independently and meet customer deadlines.
Read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; speak effectively before customers or employees.
Solve problems involving several variables in different situations.
Apply common sense understanding to carry out written, oral, or diagram instructions.
Communicate effectively with customers.
Three years of related experience as a Field Service Technician, or equivalent combination of education and experience.
NCR Certification is a plus.
Basic network troubleshooting knowledge involving TCP and UDP ports, including identifying and resolving firewall issues, misroutes, and improper NAT configurations.
Familiarity with SSL handshakes, and the creation, use, and troubleshooting of SSL certificates is a plus.
Familiarity with packet capture and analysis is a plus.
High School diploma or general education degree (GED).
Associate's degree or higher preferred.
Two to four years of related experience and/or training, or equivalent combination of education and experience.
Networking certifications or experience, such as CompTIA Network+ or Cisco CCNA, are a plus but not required.
Cash Automation industry experience/certifications with vendors such as Glory, NCR, etc. are a plus but not required.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Information Technology
Industries
Staffing and Recruiting
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