Associate Field Service Technician

**Position Overview**:
Installs, debugs and provides technical maintenance for product and component hardware and software, mainly on customer premises. Provides scheduled inspection, cleaning and other services and performs minor product repairs within an assigned territory. Inspects products for correct operation and resolves noted issues and/or escalates according to established procedure. Schedules services, completes all required paperwork and works with customers to ensure satisfaction with service delivery and understanding of product functionality.

**Key Responsibilities**:

- Gains familiarity with Field Service Technician practices and procedures.
- With guidance and/or in conjunction with more experienced technicians performs any or all of the following: Incident Handling
- Utilizes diagnostic tools to perform troubleshooting via detailed analysis of hardware and software failures.
- Performs hardware repairs on a component level.
- Cleans and adjusts mechanical components.
- Configures and installs applicable software. Preventive Maintenance
- Performs routine checks according to documented procedures.
- Refills consumables as directed IMAC/R
- Installs, moves, adds, changes and removes hardware and software products. Customer Training
- Instructs and trains customers on usage and operation of installed hardware and software.
- Participates in regular hardware and software trainings (on the job, classroom and web based).
- Participates in the implementation of measures to achieve agreed KPIs.
- Assists with special projects as assigned.
- Installs, debugs and provides technical maintenance for ATMs, retail and other equipment within an assigned customer and/or product area.
- Performs all incident handling, preventive maintenance, IMAC/R and customer training duties as described for Associate Field Service Technician.
- Also performs the following: Process Tasks
- Receives incident briefing sand orders from the dispatch function.
- Updates the dispatch function on all unforeseen issues.
- Provides detailed briefings on all performed activities.
- Proactively informs customers about status, progress and outcomes. Continuous Process Improvement
- Observes technical or process problems, informing manager / other relevant personnel and offering improvement recommendations.
- Actively uses corporate tools and processes for knowledge sharing and information gathering.
- Provides the full range of Field Service Technician support to an assigned base of large / complex customers.
- Takes complete ownership of the service call while on-site.
- Performs advanced-level maintenance on all products.
- Manages subcontractor installation and maintenance activity, including on complex installations.
- Provides technical feedback on equipment, systems and processes to improve overall service delivery.
- Uses advanced tools and technical knowledge to resolve customer problems and conduct scheduled installs.
- Identifies and resolves systemic issues within the team.
- Handles issues escalated from Field Services team members.
- Proactively supports the needs of other team members, providing technical assistance and expertise.
- Contributes to improved client services metrics reporting and documentation.
- Monitors technical and process issues, proactively informing the manager and/or team on offering improvement recommendations.

**Required Qualifications**:

- High School Diploma or GED required.
- May require technical certification of Associate Degree.
- Generally, 2-4 years’ experience in area of responsibility.

**Requisition Employer Description**:

- Why should you join Diebold Nixdorf?_
- Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability._
- Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status._

Areas of InterestField Service Technicians

Experience LevelMid-Senior Level Associate

CountryAustralia

Primary LocationRhodes, New South Wales, Australia

Remote - Work from HomeNo