What are the responsibilities and job description for the Sr. Technical Support Representative position at Burroughs, Inc.?
Job Summary:
Under the direction of the Technical Training Manager, you will provide technical support with troubleshooting, diagnosing, and resolving issues that arise with Burroughs serviced equipment. Provide support to Field Service Technicians seeking assistance with servicing customer equipment, as well as assistance with part number identification and ordering. Provide software support and patch management for specific customers’ fleet of Automated Teller Machines (ATM)
Essential Functions/Key Responsibilities:
• Answer inbound calls from Field Service Technicians requesting assistance on repair issues.
• Assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes.
• Assist Technicians with identifying part numbers, part availability and part ordering.
• Respond to support emails from Field Service Technicians and various other departments within the Burroughs organization.
• Document call information in appropriate databases.
• Relay essential information to co-workers and other departments as warranted.
• Provide a higher level of support for difficult issues that are unable to be addressed by Technical Service Rep 1/ Service Rep 2
• Take ownership of service calls that have been open for an extended period of time or have required the use of a large number of parts.
• Review call histories and make repair suggestions for sites with chronic faults.
• Review service calls in the PartOrder status for viability of parts needed, alternate part numbers, part availability and part ordering.
• Monitor the workflow into the Level 2 support group.
• Lead and mentor the Level 2 support group.
• Review metrics to determine process improvements.
• Communicate new processes and procedures to the support group.
• Identify training needs for new equipment and new team members.
• Ability to learn new technologies and adapt quickly to changing demands
• Utilize technical writing skills to build related training and support material
Physical Requirements and Working Conditions:
• Duties require the use of typical office equipment such as a computer and virtual phone system
• Duties require the use of lab equipment such as ATMs, Smart Safes, Cash Recyclers and others
• Some travel for training purposes may be required.
• Overtime may be required.
• May be required to sit /stand for extended periods of time while solving complex problems
• Work desk location is part of collaborative space with other support representatives
Knowledge, Skills and Abilities:
Behavioral Requirements:
• Patience
• Strong attention to detail
• Excellent verbal and written communication skills
• Punctuality
• Ability to work independently
• Work well with others
• Ability to explain complex technical terminology to non-technical persons
• Ability to accurately summarize resolutions to complex service issues
Technical Requirements
• Knowledge of Windows operating systems as it applies to Automated Teller Machines
• In depth understanding of the 66XX series of NCR Self Serv ATMs
• Extensive knowledge of service and repair of devices associated with the banking industry including Automated Teller Machines (ATMs)
• Strong proficiency in the use of Microsoft Office Suite (Excel, Outlook, PowerPoint and Word)
• Proficient in software/hardware knowledge of NCR/Diebold /Hyosung ATMs
• Experience with analysis and problem solving via phone support or augmented reality
• Ability to read and understand technical documentation.
• Knowledge of PC components and repair
• Experience with repair and maintenance of electrical and mechanical hardware
• Proficiency in the use of a Digital Multimeter
• Demonstrated experience creating/editing written technical or non-technical documentation
Education and Experience:
• At least 5-10 years’ experience in the service, software and technical support/repair of the NCR 66XX series of Self Serv ATMs
• Technical training school graduate.
• High school diploma, GED or equivalent education (associate’s degree preferred)
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.
