Technical Service Rep 1

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 financial transacting devices) to internal and external customers. Provide phone/email support to Field Service Technicians seeking assistance with servicing customer equipment, as well as assistance with part number identification and ordering. Will be using some merged reality tools to provide support. Hours may be Sunday to Thursday or Tuesday to Saturday TBD.Office work location Elmhurst IL or secondary location Portland OR.

Essential Functions/Key Responsibilities:

• Answer inbound calls from Field Service Technicians requesting assistance on repair of Burroughs supported equipment.
• Assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root cause.
• Assist Technicians with identifying part numbers, part availability and part shipping.
• Provide lock support to Field Service for safe access.
• Respond to support emails from Field Service Technicians and various other departments within the Burroughs organization.
• Document call information in appropriate service management software.
• Escalate unresolved issues to Technical Service Rep 2 or Program Management L3
• Assist in creating knowledge base articles
• May assist in developing or giving live training to technicians when needed

Physical Requirements and Working Conditions:

• Duties require the use of typical office equipment such as a computer and desktop
• Duties require the use of lab equipment such as ATMs, Smart Safes, Cash Recyclers and Kiosks.
• Some travel for training purposes may be required
• Overtime may be available as needed to support requests

Knowledge, Skills and Abilities:

Behavioral Requirements

• Patience
• Communications (verbal and written)
• Punctuality
• Ability to work independently
• Work well with others Technical Requirements
• Knowledge of Windows operating system
• Knowledge of Microsoft Office products (Excel, Outlook, PowerPoint and Word)
• Experience with analysis and problem solving
• Knowledge of PC components and repair
• Experience with repair and maintenance of electrical and mechanical hardware
• Proficient on the use of a Digital Multimeter

Education and Experience:

• High school diploma, GED or equivalent
• ITT or other technical school training or equivalent

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.