RNI Senior Technician

Position Summary

A member of FFF Enterprises’ (FFF) RightNow Inventory Programs (RNI) team and under the direction of the RNI Services Manager, responsible for performing, executing, and managing processes related to the implementation and problem resolution of unique technologies used for RNI.  Works directly with customers, third-party service providers other key RNI stakeholders, providers of products, services and applications used to store and manage forward deployed.  Uses detailed knowledge of IoT machine technologies and related operational processes along with critical thinking skill sets to assist in any number of activities related to the IoT machine configuration, deployment and operation.  Directly responsible for managing activities of inhouse technician responsible for the refurbishment and preparation of specific cabinet technologies.

Essential Functions and Duties

• Acts as an FFF subject matter expert (SME) for all current and future RNI SMART storage devices and operation. 
• Utilize advanced knowledge of RNI systems to effectively manage field service events and instruct third-party resources for on-site problem resolution.
• Develop, document, create, and manage materials used to support third-party technician on-boarding and internal support.  
• Makes key decisions and consults with third-party support technicians for tier-2 level support for assigned service area(s).
• Organizes and prioritizes work in such a way to ensure that customer specific issues are addressed in urgent, expedient and efficient manner.
• Ensures that problems and solutions are documented and recommends preventive measures or problem-solving processes to implement that can become best practice for the RNI team.
• Continually enhances personal expertise related to FFF’s RNI technology.
• Defines and documents the RNI processes that the team uses to meet internal and external customer requirements.
• Consults with third party resources to performs configuration, setup or refurbishment processes according to documented processes that ensures effective and efficient deployment of IoT devices, and when necessary may perform work personally.
• Facilitates internal and external stakeholder training for user adoption of the standard operating procedures.
• Capable of exercising judgement and making business decisions regarding the service requirements of RNI devices, including deployment of third-part service partner(s).
• Assists in training to facilitate user adoption of the standard operating procedures.
• Works with multiple cross-functional teams to ensure effective and efficient customer service and that best-practice technical approach is shared and leveraged amongst all team members.
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws. 
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Represent the Company in a professional manner and appearance at all times.
• Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetab