Description Job Summary:

• Installs, maintains and services company and/or multi-vendor equipment at customer locations in

response to assigned service calls within established service level agreement timeframes.

• Demonstrates intermediate customer service communications skills to maintain positive customer

relations (internal and external).

Essential Functions/Key Responsibilities

• Installs, maintains and services assigned equipment at customer locations.
• Performs diagnostics and testing of ATMs to ensure performance SLAs and Service quality

meets/exceeds established specifications.

• Proactively enlists the assistance of more experienced technicians, lead technicians, and/or

technical support when required to resolve complex problems.

• Utilizes the Burroughs Process (PAIR-CPR) to deliver high-quality service.
• Ensures customer satisfaction by advising customers on preventative maintenance and

configurations which may impact product performance.

• Takes responsibility for potential or desired follow-up services or problem escalation.
• Maintains parts inventory with high degree of accuracy.
• Maintain service keys in secure manner.
• Provides encouragement and assistance to less experienced technicians when required to resolve

certain complex problems as well as improve the skills of the less experiencedtechnician.

Knowledge, Skills And Abilities

• Technical
• Understands and executes written and oral instructions.
• Possesses Intermediate PC skills - Capable of copying/saving files, configuring network

settings, loading software

• Ability to operate a multi-meter to measure voltage, amperage, and resistance.
• Ability to successfully complete training on electro-mechanical equipment serviced in

geographical territory.

• Must have valid provincial driver’s license and maintain “approved” driver status and/or

a clean driving abstract to Burroughs’s satisfaction; have and maintain a reliable vehicle

with appropriate insurance, if driving own vehicle; or maintain company vehicle

according to established schedule and policies

• Capable of providing clear description of issues to tech support for research and resolution

options.

• Ability to operate basic hand and power tools.
• Behavioral
• Builds Trust
• Problem Solving
• Communications
• Customer Service
• Team Orientation/Collaboration
• Quality Orientation/Attention to Detail

Education And Experience

• 2+ years of experience servicing electro-mechanical equipment.
• Must hold a valid provincial driver’s license with clean Driver’s Abstract.
• High school diploma or GED
• Some technical school training preferred, but not required.
• Demonstrates an intermediate mechanical, technical, electronic skill set.
• Holds certifications/passed training and has demonstrated proficiency servicing certain vendor

equipment serviced in geographical area.

Physical Requirements And Working Conditions

• The Service Technician operates in field service environment covering customer/client locations

in designated districts.

• Client locations can include both indoor/outdoor environments where technicians can be

exposed to varying weather conditions

• Travels by car to various assigned customer locations.
• Must be able to work a flexible work schedule. Hours may include mornings, evenings and

weekends as required to meet the needs of our customers.

• Overtime may be required on occasion.
• Ability to operate and climb on a step ladder