Job Information
Burroughs Technical Service Rep 1 - Mechanical Hardware Phone Support in Elmhurst, Illinois
Technical Service Rep 1 - Mechanical Hardware Phone Support
Technical Support Elmhurst, IL Elmhurst, IL
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Description
JOB DESCRIPTION
Job Title: Technical Service Rep 1
Job Summary:
Under the direction of the Manager of Support Services, provide technical support with troubleshooting, diagnosing, and resolving issues that arise with Burroughs Supported products (portfolio of ATM, smart safe, recycler, and other mechanical devices) to internal and external customers. Provide phone/email/chat support to Field Service Technicians seeking assistance with servicing customer equipment, as well as assistance with part number identification and ordering. Will be using various diagnostic tools including merged reality to provide support.
The Technical Service team operates 24/7 and qualified candidates may be asked to work a weekend day as part of the normal shift. After completion of the training program, a consistent schedule will be assigned to each Technical Service team member. This is an in office position that will work in our Elmhurst IL office.
Essential Functions/Key Responsibilities:
Answer inbound calls from Field Service Technicians requesting assistance on repair issues.
Assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes.
Assist Technicians with identifying part numbers, part availability and part ordering.
Provide lock support to Field Service Technicians.
Respond to support emails from Field Service Technicians and various other departments within the Burroughs organization.
Document call information in appropriate databases.
Relay essential information to co-workers and other departments as warranted.
Escalate unresolved issues to Technical Service Rep 2 or Technical Service Rep 3.
Update documentation in the Knowledge Base for assistance in future troubleshooting.
Construct technical service bulletins to be distributed to the field to assist in the resolution of repeated repair issues.
Physical Requirements and Working Conditions:
Duties require the use of typical office equipment such as a computer and desktop phone.
Duties require use of desk camera, tablet and computer to provide remote assistance via merged reality tool with the field technician.
Duties require the use of lab equipment such as ATMs and Smart Safes.
Some travel for training purposes may be required.
Overtime may be required.
Knowledge, Skills and Abilities:
Behavioral Requirements
Patience
Communications (verbal and written)
Punctuality
Ability to work independently
Work well with others
Work from office required
Technical Requirements
Knowledge of Windows operating system
Knowledge of Microsoft Office products (Excel, Outlook, PowerPoint and Word)
Experience with analysis and problem solving
Experience with repair and maintenance of electrical and mechanical hardware
Proficient on the use of a Digital Multimeter
Ability to explain and assist users remotely via phone, email or chat
Education and Experience:
High school diploma, GED or equivalent education.
ITT or other technical school training or equivalent experience.
Prior field technical experience is a plus
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 team member for this job. Duties, responsibilities and activities may change at any time with or without notice.