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 experienced technician.

Knowledge, Skills and Abilities:
• Technical
o Understands and executes written and oral instructions.
o Possesses Intermediate PC skills - Capable of copying/saving files, configuring network
settings, loading software
o Ability to operate a multi-meter to measure voltage, amperage, and resistance.
o Ability to successfully complete training on electro-mechanical equipment serviced in
geographical territory.
o 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
o Capable of providing clear description of issues to tech support for research and resolution
options.
o Ability to operate basic hand and power tools.
• Behavioral
o Builds Trust
o Problem Solving
o Communications
o Customer Service
o Team Orientation/Collaboration
o 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