Field Service Technician B

**Description**:
**ROLE TITLE: Field Service Technician**

**FUNCTION: Field Service**

**REPORTING: Service Supervisor**

**LOCATION: Mexico**

**COMPANY OVERVIEW**

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business_._

**ROLE PURPOSE**

The Field Service Tecnician will be responsible for the managing all aspects of total customer service and care at existing customers. This will include troubleshooting and repair of cash-dispensing and sorting equipment; daily scheduling and time management of all accounts assigned; tracking and management of parts/tools; and staying abreast of changes in technical and functional elements of current or legacy GGS equipment.

**_ _**
- Service Technician B should know the safest transportation routes and schedules to travel between locations to provide the services on time and cover the agreed SLA for FI, retail, and CIT customers._
- Service technicians need to provide accurate detailed report for the parts used in the service call and the correct management of the spares assigned to their Van Location_
- _

**MAIN RESPONSIBILITIES**
- Diagnose system problems in mínimal time and make repairs
- Make recommendations for improving the service, reliability and performance of our equipment.
- Keep customer apprised of progress during remedial maintenance or during a down system situation
- Gather and record machine information at regular intervals to monitor performance
- Escalate solving technical problems by seeking timely advice or assistance from technical support when necessary
- Handle customers in a professional manner during difficult high-pressure situations
- Document system problems and preventative maintenance in customer site log
- Establish PM schedules and perform according to company specifications
- Ensure overall customer satisfaction
- Responsible for assisting with and installing machines, Engineering Change Notices that effect current systems and upgrades. Hardware or software upgrades may require technical assistance or unusual or complex systems
- Comply with mandatory courses / trainings provided by the company
- Spare parts inventory management
- Travel expenses control and management

**REQUIRED EDUCATION AND QUALIFICATIONS**
- _

**Education Level**:

- Engineering degree (preferred)
- Technician degree

**Qualifications**:

- At least one year of experience.
- Technical English (for Reading manuals).
- Capable of supporting Glory desk top products DTP

**REQUIRED SKILLS AND COMPETENCIES**
- Excel advanced
- Proactive
- Organized
- Focus on goals and results
- Good communication skills
- Understanding of AC/DC power distribution
- Understanding of digital and analog circuitry
- Ability to work with electric schematics, logic diagrams and mechanical drawings
- Logical trouble shooting skills and capability to isolate problems at PCB or component level
- Working knowledge of DOS and windows
- Time administration
- General Systems management Windows / Linux (preferred)
- Oriented to corporate guidelines

**GLORY SPIRITS**

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
**Value Creation** - strive to create value for customers

**Self-Starter** - understand the objectives of your own work and are proactive in achieving goals

**Collaboration**:

- respect diversity and create a culture of collaboration to work with each other to achieve a common goal

**Integrity**:

- understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics

**Own Growth** -**leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

**Disclaimer**

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

**Third Party Agencies**

**Physical Demand