Field Service Technician

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, e‑commerce and manufacturing – all backed by the best service in the industry.

Los Angeles, CA

The Customer Service Engineer – Field serves as primary customer contact on technical and service‑related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures, using established procedures provided by our highly rated service training department. This job may include any aspect of field support, including electrical/electronics, hardware, software, PC’s, and networking. Provides technical support to customers on operational or maintenance aspects of system equipment.

Determines most cost‑effective repair/resolution to minimize customer downtime.

NOTE: THIS IS NOT AN INFORMATION TECHNOLOGY (IT) POSITION – requires electrical and mechanical experience

• Install, troubleshoot and repair a variety of industrial products that include, but are not limited to, printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics and any other applicable third‑party accessories attached as part of the system.
• Schedule and perform regular predictive/preventive maintenance inspections on equipment.
• Provide support by managing parts inventory, customer service calls and preventive maintenance schedules.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Act as a liaison between the customer and other departments/functions of the company.
• May need to provide an “on‑call” level of service up to seven (7) days/week twenty‑four (24) hours/day for emergency customer assistance; respond to emergency and non‑scheduled calls for service within established response time goals.

N/A

• Understanding of computer program functionality and software troubleshooting skills.
• Strong interpersonal/customer relation skills.
• Ability to build and maintain strong customer relationships by understanding their operations and instilling confidence with effective proactive communication.
• Ability to effectively resolve conflict internally and externally.
• Ability to accomplish the described duties through appropriate hand, power, and testing tools/equipment.
• Logical reasoning and sound decision making with consideration of alternative perspectives.
• Strong analytical, problem‑solving, quantitative, and time‑management skills.
• Effective oral and written communication skills.
• Ability to follow verbal and written instructions.
• Team player.
• Ability to read and understand written procedures and diagrams for assembly and test.
• Develop and implement solutions to assembly problems.
• Maintain regular attendance and punctuality.

• High School degree or equivalent with 2-year degree or diploma in electronics/advanced mechanics/software training with 1+ years related industry/equipment experience, or equivalent combination of education and experience.
• Strong electronics and mechanical background, understanding of computer program functionality and software troubleshooting skills.
• Associate degree preferred.

This position requires minimal travel in the United States and Canada for training and other…