Senior ITM Maintenance Technician

Job Description Summary

Responsible for the advanced maintenance, repair, installation and optimization of ITMs and Scan Coin machines across RFCU’s network. Serves as technical leader within the ITM Maintenance team, providing mentorship to other technicians, ensuring high availability of ITM services, and collaborating with cross-functional teams to support DCE initiatives. Leads team in maintaining RFCU’s fleet of ITM machines, parts and software; participates in day-to-day technical installation, administration, acquisition, troubleshooting and maintenance of machines, parts and software to ensure a stable ITM experience with no unplanned downtime.

Job Description

Essential Duties and Responsibilities

• Performs advanced diagnostics, troubleshooting and repairs on ITMs, Scan Coin Machines and other DCE equipment and their related hardware/software systems.

• Leads and coordinates complex maintenance tasks, upgrades and installations.

• Serves as a subject matter expert for ITM systems, providing guidance and training to Level I and II technicians.

• Assists management in monitoring performance metrics and proactively addresses issues to minimize downtime.

• Participates in the development and implementation of Service-level agreements (SLAs) and preventative maintenance programs.

• Provides on-call support and responds to emergency maintenance requests as needed.

• Responsible for receiving new ITMs, confirming the correct equipment is received and performing all necessary software diagnostics to ensure software can be appropriately installed on the ITM.

• Oversees and executes the installation of new ITM and Scan Coin units, including site preparation, equipment setup, software configuration and testing.

• Collaborates with vendors, facilities and IT teams to ensure successful deployment of ITM systems.

• Troubleshoots and evaluates any mechanical failures of ITMs, determining repair or replacement of parts and carrying out the necessary maintenance or replacement installations.

• Performs regular physical checks of the Credit Union ITMs, visually inspect for burned out bulbs, check depository for proper operations and inspect the exterior, screen and immediate surrounding area

• Confirms the functional operation of the receipt, journal, statement and depository printers; replenish or replace any necessary paper and printer cartridges or ribbons as needed.

• Ensures that all ITMs are properly maintained, including but not limited to; clearing currency jams, receipt, journal and statement paper jams, cleaning the card reader and checking and clearing the media transports.

• Recommends process improvements to streamline RFCU’s current ITM setup and processes and assist in researching new equipment and systems.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.

• Delivers friendly, caring service to internal and external members.

• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.

• Follow all physical and online security procedures and maintain strict confidentiality of all member information.

• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.

• Works scheduled hours and maintains punctuality.

• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

• High School or GED - Required
• ITM Maintenance and Software Certification training from relevant vendor. - Required
• Valid US Driver's License - Required

Experience Requirement

• 5 Years - Experience in ITM/ATM maintenance or related electromechanical systems. - Required

• 2 Years Experience in a leadership role - Preferred

• Experience with NCR or comparable ITM Platforms strongly preferred

Skills/Abilities