Field Services Technician

Job Responsibilities

− Provide installation support, and product and system installation services in person or via telephone or remote monitoring services
− Deliver comprehensive system maintenance, updates and upgrade services
− Assume ownership of customer issues and follow through until issues are resolved
− Maintain appropriate levels of communication with the customer to ensure that the customer is well-informed before, during and after service engagements
− Ensure that services are provided in the time frame promised to the customer, and that the quality and completeness of work performed meets or exceeds the expectations of the customer
− Provide feedback on product, installation, and service quality issues
− Provide User Application Training on proper use of Safety, Security and Asset Location products and system solutions provided by MANN+HUMMEL
− Account modifications, resets and unlocks
− Mobile device troubleshooting (iPhone, iPad, etc.)

Educational Requirements

− Associate's degree in IT or related field

Experience Requirements

− Minimum of 1 to 4 years of related experience

Skills Requirements

− Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
− Strong cross functional communication
− Excellent technical knowledge and hands-on troubleshooting experience of PC and desktop hardware and components
− Working technical knowledge of current protocols, operating systems, and standards (i.e. TCP/IP, Windows, MS Office Suite, IOS mobile platforms)
− Ability to operate tools, components, and peripheral accessories.
− Able to read and understand technical manuals, procedural documentation, and OEM guides
− Excellent customer service skills, working with employees on the phone and in person.
− 25% Travel Domestically (job sites in Fayetteville and Raleigh)

Preferred Skills

− Active Directory; Microsoft SCCM (System Center Configuration Manager)
− Certifications (A+, MCTS, MCITP, MCDST) are a plus
− Bachelor’s degree in computer science
− SAP experience
− RF and wireless technology troubleshooting (i.e. badge scanner systems) is a plus
− Ticketing system experience, such as ServiceNow