Installs, debugs and provides technical maintenance for product and component hardware and software, mainly on customer premises. Provides scheduled inspection, cleaning and other services and performs minor product repairs within an assigned territory. Inspects products for correct operation and resolves noted issues and / or escalates according to established procedure. Schedules services, completes all required paperwork and works with customers to ensure satisfaction with service delivery and understanding of product functionality.
- Gains familiarity with Field Service Technician practices and procedures.
- With guidance and / or in conjunction with more experienced technicians performs any or all of the following: Incident Handling: Utilizes diagnostic tools to perform troubleshooting via detailed analysis of hardware and software failures.
- Performs hardware repairs on a component level.
- Cleans and adjusts mechanical components.
- Configures and installs applicable software.
- Preventive Maintenance: Performs routine checks according to documented procedures.
- Refills consumables as directed.
- IMAC/R: Installs, moves, adds, changes and removes hardware and software products.
- Customer Training: Instructs and trains customers on usage and operation of installed hardware and software.
- Participates in regular hardware and software trainings (on the job, classroom and web based).
- Participates in the implementation of measures to achieve agreed KPIs.
- Assists with special projects as assigned.
Required Qualifications
- Education or equivalent work experience required.
- Minimum of 1-2 years of relevant experience or equivalent combination of education and experience in Field Services.
- Good written and verbal communication skills.
- Driver's license and driving record that satisfies DN's fleet requirements.