Second Line Field Service Engineer
Position Summary: Install, debug and provide technical maintenance for hardware and software of products and components within assigned area of responsibility. This includes work on systems and incidents with both relative low and high complexity. the team member receives trouble tickets and service orders from a centralized dispatch team and is responsible to get the assigned work completed within a specific time frame (SLAs). The majority of this work is diagnostics and troubleshooting of ATM components based on component level repair or spare part swap. The employee received formal foundation training and all necessary equipments (tools, vehicle, laptop, customer software, test software and spare parts) to have a professional foundation to perform the following job duties and responsibilities.
Knowledge and Skill Requirements:
- 3.1 Incident Handling: Perform trouble shooting via detailed analysis of HW and SW failures with the usage of all available diagnostic tools. This includes repair of HW on component level, cleaning and adjustment of mechanical components and configuration and installation of SW.
- 3.2 Preventive Maintenance: Perform routine checks according to documented preventative maintenance procedures and refill consumables as directed.
- 3.3 IMAC/R: Perform Installation, Movement, Addition, Change and Removal of hardware and software products and components as directed.
- 3.4 Customer Training: Instruct and train customers on usage and operation of installed Hardware and Software. Maintains quality measurements and overall commitment to customer satisfaction. Provides timely follow-up to customer concerns and requests.
- 3.5 Process Tasks: Receive briefing for incidents and orders from dispatch function. Update dispatch function of all unforeseen issues. Provide detailed debriefing on all performed activities. Proactively inform customers about performed actions.
- 3.6 Continuous Improvement Process: Observe technical or process problems at all times, proactively inform about potential problems and offer improvement suggestions if possible. Actively use corporate tools and processes for knowledge sharing, e.g. knowledge base to find solutions and provide input for it.
- 3.7 Training: Participate in regular hardware and software trainings (on the job, classroom trainings and web-based trainings) according to the corporate training concept and receive certification after passing relevant test.
- 3.8 Administration: Installs FCOs (field change orders) and other equipment modifications as needed. Responsible for timely and accurate dispatch information (updated at time of call) and all administrative reports as defined by management, including service reports, expense reports, time and attendance records accurately and on time.
- 3.9 Security and Safety: Drives safely at all times and obeys all traffic laws and regulations. Responsible for the integrity and security of company vehicle, tools, test equipment, proprietary software and proper documentation.
- Professional education in IT, mechanical or electronic related profession.
- Maintain a professional attitude and appearance at all times.
- Demonstrate quality technical, electronic repair and maintenance skills.
Physical Demands and Work Environment: The physical demands and work environment characteristics 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.
- Proven track record of more than 1 year service engineer experience.
- Communicate effectively with internal and external personnel, both verbally and in writing.
- Must be able to interpret and understand technical documentation.
- PC literacy and good knowledge and application of the relevant tools and methods.
- Product knowledge of relevant industry.
- Physical demands: While performing duties of job, employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
- Work Environment: The noise level in the work environment is usually moderate. Employees may be required to drive long distances in traffic. Employees may also be exposed to inclement weather conditions.
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