Associate Customer Service Technician

3 weeks ago

Durham, United States Bell and Howell Full time

Location: Durham, NC

Summary:

Associate Customer Service Technician serves as primary customer contact on technical and service-related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures, using established procedures provided by our highly rated service training department. This job may include any aspect of field support, including electrical/electronics, hardware, software, PC's, and networking. Provides technical support to customers on operational or maintenance aspects of system equipment. Determines most cost-effective repair/resolution to minimize customer downtime.

NOTE: THIS IS NOT AN INFORMATION TECHNOLOGY (IT) POSITION - requires electrical and mechanical experience

Duties and Responsibilities:

* Primary responsibility will be to install, troubleshoot and repair a variety of industrial products that include, but are not limited to; printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics and any other applicable third-party accessories attached as part of the system.
* Schedule and perform regular predictive/preventive maintenance inspections on equipment.
* Provide support by managing parts inventory, customer service calls and preventative maintenance schedules.
* Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
* Act as a liaison between the customer and other departments/functions of the company.
* May need to provide an "on call" level of service up to seven (7) day/week twenty-four (24) hour/day for emergency customer assistance; respond to emergency and non-scheduled calls for service within established response time goals.

Supervisory Responsibilities: N/A

Competencies (Skills, Knowledge and Abilities):

* Requires understanding of computer program functionality and software troubleshooting skills.
* Strong interpersonal/customer relation skills.
* Ability to build and maintain strong customer relationships by understanding their operations and instilling confidence with effective proactive communication.
* Ability to effectively resolve conflict internally and externally.
* Ability to accomplish the describe duties through appropriate hand, power, and testing tools/equipment.
* Ability to reason logically and make sound decisions along with considering alternative and diverse perspectives.
* Strong analytical, problem-solving, quantitative, and time management skills.
* Ability to communicate effectively both orally and in writing.
* Ability to understand, remember and follow verbal and written instructions.
* Ability to work as an integral part of a team.
* Ability to read and understand written procedures and diagrams for assembly and test.
* Ability to develop and implement solutions to assembly problem.
* Ability to maintain regular attendance and be punctual.

Education and Experience:

* High School degree or equivalent with 2-year degree or diploma in electronics/advanced mechanics/software training with 1+ years related industry/equipment experience, or equivalent combination of education and experience.
* Requires strong electronics and mechanical background, understanding of computer program functionality and software troubleshooting skills
* Associate degree preferred.

Travel:

This position requires minimal travel in the United States and Canada for training and other requirements. For field only, local travel time could be greater than 50%.

Physical Requirements:

* Ability to use standard and specialized hand, power and diagnostic tools and measuring equipment, such as oscilloscopes, DMM, gauges, etc.
* Requires lifting to waist seventy (70) pounds.
* Requires walking and standing; using hands to feel objects; reaching; and requires balance.
* Requires bending, stooping, kneeling, crouching and/or crawling for periods of time.
* Ability to work in a loud environment.
* Ability to work in small, cramped areas.
* Ability to work in elevated environment up to twenty (20) feet.
* Work is performed in a controlled office, retail, and manufacturing environment; noise within acceptable safety levels; paper dust prevalent; cleaners and solvents used to clean machines; machines contain moving parts.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell does not require full vaccination at most sites. However, those customers that do require full vaccination against COVID-19, it is required to provide documentation prior to hire. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are offered a position with our company, we have an accommodations process in place for those requests.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.

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