Resident Service Technician

Overview

Join to apply for the Resident Service Technician role at Bell and Howell
.

Location:

Plano, TX

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences. Our team provides remote repair, diagnostics, automated Smart Ops Dispatch and 24/7/365 technical assistance for clients across North America. Our product portfolio includes next-generation equipment delivering best-in-class performance across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing.

Summary:

The Customer Service Engineer serves as the 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 from our service training department. This role may include any aspect of field support, including electrical/electronics, hardware, software, PCs, and networking. Provides technical support to customers on operational or maintenance aspects of system equipment.

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

Note: This is not an information technology (IT) position and requires electrical and mechanical experience.

• Install, troubleshoot and repair a variety of industrial products including printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics, and other third-party accessories.
• 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 level of customer satisfaction through effective communication.
• Act as a liaison between the customer and other departments/functions of the company.
• May provide on-call service up to 24 hours/day, 7 days/week for emergency assistance; respond to emergency and non-scheduled calls within established response time goals.

• Understanding of computer program functionality and software troubleshooting.
• Strong interpersonal and customer relation skills; ability to build and maintain customer relationships.
• Ability to resolve conflicts and work as part of a team; effective communication, both oral and written.
• Proficiency with hand, power and testing tools/equipment; logical reasoning and decision-making ability.
• Ability to read and understand procedures and diagrams for assembly and testing; problem-solving and time-management skills.
• Ability to develop and implement solutions to assembly problems; maintain regular attendance and punctuality.

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

This position requires minimal travel in the United States and Canada for training and other requirements. For field roles, local travel time could be greater than 50%.

• Ability to use standard and specialized hand, power and diagnostic tools and measuring equipment.
• Requires lifting up to 70 pounds; ability to walk, stand, reach, bend, stoop, kneel, crouch and crawl as needed.
• Work in loud environments and in small, cramped areas; work at elevated heights up to 20 feet.
• Work performed in office, retail, and manufacturing environments with moving parts, dust and solvents used to clean machines.

This job description is not exhaustive and duties may change at any time with or without notice. Bell and Howell is an Equal Opportunity Employer and hires based on qualifications, ability and performance without regard to protected characteristics as required by law.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industries:
  Automation Machinery Manufacturing