Machine Analyst

KioSoft Technologies LLC (KioSoft) is a growing hardware/software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries.

KioSoft has operations in the United States, Canada, China, Korea, and authorized dealers worldwide.

The company's strength lies in its ability to provide a comprehensive blend of superior technology and customized software solutions. These range from the most basic machine interfaces to custom applications to branding to complex networking solutions.

We are looking for a highly motivated, and trainable individuals (recent graduate’s welcome!) with drive and determination to help us provide high quality customer service to our client base. We strive to maintain a professional, yet relaxed working environment while providing room for growth.

Main Duties and Responsibilities

• Become a product expert.
• Travel to client’s sites across the US (60-90% travel) to setup/configure or solve potentially complex problems with wiring of products and installation.
• Provide in-person client training on system functions and programming.
• Configuring KioSoft products based on need and client requirements to control multiple pieces of equipment.
• Field calls or emails from clients who are having trouble with their system.
• Troubleshoot technical support issues which may range from networking, computer hardware, computer software, Internet, power, electrical and operator error issues.
• Work with clients directly face to face, electronically, or via telephone.
• Provide resolution and response in a timely and accurate manner.
• Enter all customer issues into a tracking system. Provide follow up to customers on issues that cannot be solved immediately.
• Coordinate with Quality Assurance and Development teams on bug fixes and field issues.
• Update and maintain installation, assembly, and end user documentation for company products.
• Demonstrate Enthusiasm - be a positive and encouraging presence on-site and in the office.
• Document workflow and work procedures.
• Cross-train designated back-up and secondary teams.
• Phone Technical Support, when in the office or working remotely.
• Other duties as assigned.

Qualifications

• Associates Degree in Electronics, or accredited certification as an electronics technician, such as CETa, CETar or preferably CETma, or equivalent.
• Minimum of 2 years on-site support experience.
• Minimum of 2 year of direct customer service experience.
• 2-5 years of experience specifically in service installation and repair in multiple service provider environment, preferred.
• Networking Knowledge.
• Tech Support, Customer Service or Help Desk Experience required.
• Experience with reading and understanding wiring diagrams or schematics.
• Ability to troubleshoot down to the component board level.
• Experience with electronic test and measuring tools.
• Experience with hand and power tools.
• Strong mechanical skills a plus.
• Familiarity with commercial or retail appliance servicing and troubleshooting a plus.

Please Note:

We are an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.