Field Service Tech at Embross – Atlanta, Georgia

Field Service Technician

Atlanta, USA

Who We Are

Embross delivers market-leading passenger automation and self-service technologies to the global travel market. That last flight you jumped on, there is a good chance an Embross hardware or software solution helped facilitate part of your airport experience. The world’s leading airlines and airports use Embross’ range of service technologies to help make the passenger travel experience faster, simpler, and less stressful. For our partners, that translates to offering more flights, more often with more (happy) passengers on board.

So what’s great about what we do? We get to think creatively across a diverse solution stack of hardware and software to solve service and operations challenges for the world’s busiest public transit spaces. If you like challenges, we should talk.

What You’ll Do

We pride ourselves on staying ahead of the curve as we help our customers optimize and improve their service delivery models. We’re excited to be entering a new transformative phase of our stack as we explore new products, and new capabilities and embrace the growing data-driven demands of these environments.

Embross USA Inc. is looking for an enthusiastic, talented Field Service Technician to perform a key role as the liaison between our customers, the Customer Support Center, and internal departments. The Field Service Technician acts as a first responder and a single point of contact for customer incidents through Service Level Agreement (SLA) management. The individual will have good client-facing experience; technical experience; a critical thinker and problem-solver and the proven ability to ensure a great customer experience.

The Service Technician must be able to work a rotational shift schedule within a 24x7 support environment.

Key Responsibilities:

• Assist with day-to-day activities in the Customer Support Center, attending to customer support needs remotely and at client sites.
• Log incoming requests received via calls and emails in ServiceNow ticketing system.
• Process all requests and ensure completion of necessary documentation while communicating with customers.
• Field and filter calls, process customer requests, prioritize based on risk, impact, and urgency.
• Diagnose requirements, process escalations, and proactively follow up to troubleshoot and find resolutions.
• Travel to client sites for installation and repair of support technologies.
• Ensure job standards, processes, and procedures are complied with.
• Ensure SLAs are met and tracked. Communicate via phone or email company SLA, Policy and Procedures with customers.
• Focus on serving customers. Promote and maintain a positive professional image of Embross ensuring outstanding customer interactions.
• Positive responsive attitude with a professional demeanour, remain calm under pressure, and have impeccable follow-up.
• Work closely with other internal departments as needed for input and resolutions to customers.
• Provide field technical support on company modification installations as needed; offering on-site oversight and technical guidance to ensure a smooth installation process or troubleshooting.

Involved in:

• Installations / Repair
• Task estimation
• Issues tracking
• Status reporting
• Risk management
• Solution support

Who You Are

• At least 3+ years of previous customer service experience
• Previous internet technical support experience
• Understanding of SW ticketing systems
• Proficient knowledge of computer hardware and service repair with a technical emphasis on PC, peripherals (printers, monitors, etc).
• Proficiency in Windows and Microsoft Office applications
• Excellent at solving people, process, and technology problems
• Strong customer service orientation and attention to detail
• Ability to resolve problems successfully; a willingness to “go the extra mile” for the customer
• Must be able to work flexible hours if needed to accommodate requests, on-site technical support,
• Excellent written and verbal communication skills
• Demonstrates analytical and problem-solving skills
• Able to handle multiple tasks with different priorities
• Completing assigned work with minimal supervision
• Highly flexible and adaptable to work environments
• Ability to take challenges and to work in a fast-paced, cross-discipline environment, both independently and as a team-player
• Enjoy collaborating in a team environment.
• Ability to deliver results and meet customer expectations.

Experience:

• Service and repair of PC peripherals: 2 years (Required)
• Server and systems installation: 2 years (Preferred)
• Ticketing System: 1 year (Preferred)
• Field Service / Technical support: 3 years (Preferred)

Education:

• Associate (Preferred)

Preferred skills (an asset):

• Airport / Airline experience is an asset.

Work Environment:

Normal office work environment using a desktop computer and phone, perform on-site technical supervision support as required. This position requires work to be done at the office location and on site at client locations

Working conditions:

Must be able to perform sitting, stooping, stretching, bending, reaching, and grasping actions when performing essential job functions. Ability to occasionally lift 30+lbs.

Travel Requirements:

Willingness to travel overseas is required

What We Offer

• World-class product engineering and development - You will join a team of leaders who are dedicated to creating innovative and impactful solutions for our clients and their customers.
• Career growth and development - As a build-from-within company, we are committed to offering you a competitive salary package with responsibilities and projects designed to build mastery and leadership throughout the course of your career.
• Dynamic and respectful work environment - Working alongside some of the brightest minds, you will collaborate on impactful work within a supportive environment - one where company values are always embraced and expressed, and diversity is a business imperative.

To support our talented workforce, apart from the base salary, we also offer:

• 401(k) matching
• Health insurance
• Paid time off

Work Location : In Person

Embross values diversity and people of all backgrounds and abilities. Should you require any accommodations, before or during the interview process, please email careers@embross.com
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