Job Description

The Field Service Technician maintains customer satisfaction by providing expert level technical assistance for most Bell & Howell and OEM products. The FSE possesses strong technical and communication ability and can support a major territory, account, or customer of significant impact and/or complexity. The FSE guides and supports less experienced technicians as well as coaches and mentors service personnel to ensure maximum performance and technical proficiency. The FSE supports all major installations within their assigned District and works closely with the Bell and Howell Training team to ensure local technicians are ready to effectively maintain a new product.

Job Responsibilities:

• Minimizes customer downtime by troubleshooting and resolving the more complex software and hardware problems on all existing product lines through direct problem analysis or analysis of collected data; providing on call service; troubleshooting issues by phone, and on-site as required; monitoring status of problem resolution at all times. Is considered to be a product expert on most products and may play a lead support role in the field.
• Ensures availability to customer by carrying a cell phone (SDA); responding to emergency and non-scheduled calls for service within established response time goals; being available, on a rotation basis, for scheduled service and emergency calls seven days a week, twenty-four hours a day.
• May act as liaison between service management and the customer by being the first level of issue escalation in customer related technical issues.
• Mentors new or struggling technicians to help improve service capability and proficiency.
• May assist with service call routing, resource planning, district calendar maintenance, territory assignments, coaching and counseling
• Provides technical support and assistance during new product installation and field conversions or modifications by supervising the installation, performance, checkout and debugging of new systems.
• Assists the Engineering team by analyzing new products/changes and prototypes as to reliability, functionality and serviceability during Beta testing and initial customer installation, makes recommendations where appropriate as to the functionality and repair capabilities of existing equipment.
• Assists local Manager in improving technician skills and service readiness by helping coordinate technical training both locally and at any assigned training areas at Bell and Howell or OEM partner.

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 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 5+ years of advanced mechanical/electronic/software or related experience required. Associate degree or Diploma in digital electronics or related field preferred.
• 3-5 years’ experience as a Customer Service Engineer or Senior Customer Service Engineer at Bell and Howell with a proven track record of strong technical proficiency and ability to work well with others
• Previous supervisory/managerial experience a plus.

Travel:

• This position requires significant travel to customer locations.

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 seventy (70) pounds.
• Requires walking and standing; using hands to feel objects; reaching; and requires balance.
• Requires stooping, kneeling, crouching and/or crawling.
• 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.

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.