IT - Client Services Support Field Engineer (Full-Time) # 0999

The Field Engineer / Support Tech, is a split role between on the road field engineer work and in house help desk duties. Through administrative directive this role will perform computer system installation for company and independent stores, configure systems in the field, support hardware and software needs, perform regular maintenance for systems in the field, answer questions, and troubleshoot system problems in the field.  The field engineer is also responsible for providing technical assistance and training to company stores and independent jobber stores and other duties as required by the field systems manager.  The Field Engineer is normally on the road, working with end users and customers. This role also ensures proper computer operation so that end users can accomplish business tasks. Answering customer questions and assisting in resolving customer problems. Must be able to manage multiple tasks and demands at the same time in an environment that is fast paced and moderately stressful at times. Problem resolution may include the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands on help at the desktop level. Check us out at btbautoparts.com and apply today! Today, Replacement Parts, Inc. and Crow Burlingame are made up of a corporate staff, wholesale auto parts and automotive paint store locations, and our warehouse division, Parts Warehouse Inc. (PWI). We employ over 1,400 employees, in twelve (12) states, working at approximately 220 locations, all operating in the aftermarket automotive parts, paint, and heavy-duty parts business. In 2019, our company celebrated 100 years of serving our communities as a privately held business and proud to be part of the "Bumper to Bumper Auto Parts" family. Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Setup Point of Sale Systems in the field including installation of cable, servers, software, printers, terminals, and routers.
• Train store employees in how to run their day-to-day business including : inventory control, month-end reporting, and pricing.
• Conduct system analysis to determine appropriate hardware or software necessary to bring a system into functional specifications.
• Test, modify, or configure computer systems or programs based on computer software functionality.
• Identify and resolve “customer” problems quickly and efficiently through remote access and the Internet, utilizing support system as needed.
• Monitor and resolve terminal, printer, server, modem and router problems.
• Provide technical computer assistance and troubleshooting to Company stores and jobbers; follow up with managers during repair / replacement.
• Provide on-call service during evening hours, dialing in from home to store locations to diagnose and restore service.
• Ensure that end users are receiving the appropriate assistance, receiving, prioritizing, documenting, and actively resolving end user help requests.
• Delivering support to end users in the organization about how to use various types of software programs.
• Following all procedures related to the identification, prioritization, resolution and follow up of end user help requests, including the monitoring, tracking, and coordination of help desk functions; and troubleshooting applications and software for all internal customers, such as operations, development, and other business units
• Problem resolution or support may involve use of diagnostic and help request tracking tools, as well as in-person, hands-on help at the desktop level.
• Perform other incidental and related duties as required or assigned. Our Benefits (all benefits are based on eligibility and subject to change)
• 401(k) employer matching
• Company Paid Vacation, Holidays, and Sick Days
• Medical, Dental, and Vision
• Company Paid Basic Life Insurance & Long Term Disability
• Short Term Disability
• Flexible Spending Accounts
• Additional Supplemental Life Insurance
• Accident Insurance
• Hospital Indemnity
• Employee Assistance Program
• Employee Purchase Discounts
• Scholarship Program
• Earning Incentives and Bonuses Supervisory Responsibilities This job has no supervisory responsibilities. Competencies To perform the job successfully, an individual should demonstrate the following competencies : Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; keeps technical skills up to date. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance. Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form. Cooperation - Exhibits tact and consideration. Attendance / Punctuality - Is consistently at work and on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments. Quality - Demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality. Quantity - Meets productivity standards; completes work in a timely manner. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and / or Experience Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and / or training; or equivalent combination of education and experience. Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills To perform this job successfully, an individual should have basic knowledge of computer hardware, experience with desktop and server operating systems, working knowledge of a range of diagnostic utilities, and knowledge of the Microsoft Office suite of products. Certificates, Licenses, Registrations A valid driver's license with a clean driving record is required. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl.  The employee is occasionally required to stand and walk. The employee must regularly lift and / or move up to 10 pounds, frequently lift and / or move up to 25 pounds and occasionally lift and / or move up to 50 pounds.  Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly exposed to risk of electrical shock. The employee is frequently exposed to high, precarious places. The employee is occasionally exposed to moving mechanical parts, fumes or airborne particles; toxic or caustic chemicals and outside weather conditions. The noise level in the work environment is usually moderate. Employment at Replacement Parts, Inc. is subject to post offer, pre-employment drug testing.  Equal Opportunity Employer.   Replacement Parts, Inc. is a drug-free workplace.
• This is a Safety Sensitive position due to the use of heavy equipment.