Field Service Technician

Company Overview:

PayComplete is a global technology company that provides cloud-based software, devices, and services for self-service financial transactions and broader payment solutions.

Our core offering is an IoT platform designed for financial transactions that run on various devices, from cash recyclers to Point Sale systems, kiosks, cashless technology, etc. Our solutions are used globally by retail, transportation, and financial service customers. We create value by developing customizable software, devices, and service solutions that reduce cost, eliminate risk, enhance productivity, and improve the user experience.

Position Overview:

The Service Technician is responsible for direct management of all aspects of customer service and care to keep our machines maintained at optimal level and deliver great experience and high-quality.

In this role, you will handle complex issues, escalations from support call center or service partners, and field duties related to new opportunities. Performing phone technical support, product technical training and installs are the key function of this role in partnership with riggers.

Additionally, you will be performing quality repairs on various currency recycler and smart safes, including PCs, printers, coin sorters, bill validators, and electronics. This position is also required to document and assist in creating related service procedures used within the Department. The primary role of a service technician is to resolve technical customer problems.

Essential Job Functions:

• Perform installation and technical training of various cash management products sold.
• Test and adjust defined repair products to ensure they are in optimal working order. Disassemble and assemble various repair products.
• Diagnose, identify, and replace damaged hardware assemblies and defective PCB assemblies.
• Upgrade software and hardware.
• Perform preventive maintenance.
• Perform site surveys for the various cash management products sold.
• Read, comprehend, and apply technical documentation such as standard operating procedures, technical drawings, block diagrams, and schematics.
• Quote repair charges, enter and keep accurate database records, be accountable for spare parts inventory usage, assist in repair product receiving, and comply with all shop policies and procedures.
• Interact positively and professionally, using business etiquette with customers and co-workers. Communicate technical information to technical and non-technical personnel, including customers.
• Evaluate and monitor repair processes. Use specialized repair techniques and make recommendations for changes in processes and equipment that would lead to gains in productivity and improvement in the quality of repairs.
• Receive, track, and process all external service repairs through the system.

Qualifications/Skills Required:

• High School Diploma or GED required.
• Customer-friendly aptitude.
• An associate degree in technology-related studies or equivalent experience is preferred.
• Experience in the cash management industry is preferred.
• Three years of experience as an electronic, mechanical, or assembly service technician.
• Open to learning about new technologies and systems.
• Fundamental electrical/mechanical knowledge.
• Ability to diagnose basic problems using a voltmeter.
• Ability to independently diagnose/define problems, collect data, establish facts, draw valid conclusions, facilitate solutions, and resolve complicated repairs and upgrades of repair products.
• Demonstrated knowledge of Microsoft Outlook, Word, Excel, and the Internet.
• Strong written and verbal communication skills are essential, with great attention to detail.
• A valid driver’s license is required.
• Willingness to travel up to 75% of the time.

Physical Demands:

• Light to moderate physical effort.
• Regularly required to sit, stand, twist, bend and reach.
• The employee must be able to regularly lift and move up to 30 pounds.
• The employee may be required to lift and move between 65-100 pounds; assistance will be provided when requested.
• Ability to move safes with the use of a pallet jack and/or hydraulic lifts.
• Regularly required to walk; stoop, kneel, talk and hear.

This job posting is not intended to be all-inclusive. The employee will also perform other reasonable related duties as assigned by the supervisor or management personnel.