Technical Support Specialist - Des Moines, IA in Urbandale, Iowa at Data Business Equipment

GENERAL JOB DESCRIPTION

The Technical Support Specialist provides next-level technical support on a wide variety of products and equipment but may specialize on one or more types of equipment. Additionally, the Technical Support Specialist performs equipment preparation/staging, or refurbishment prior to installation.

DUTIES & RESPONSIBILITIES

In order of importance – Include frequency (daily, weekly, monthly, quarterly, annually, etc.)

• Assist with assembly, staging, and preparation of financial equipment including in-depth testing to ensure equipment is fully functional and meets customer requirements prior to delivery and installation
• Assist with properly refurbishing and rebuilding financial equipment in preparation for delivery and installation
• Assist with loading software, configuring, testing, troubleshooting, and repair of ATM/ITM cores
• Assist with loading, configuration, and imaging of product software as necessary
• Rebuild, rework, and test parts and other equipment assemblies returned by customers, Field Service Technicians, or OEM vendors to ensure these items meet DBE requirements
• Provide effective next-level technical support to Field Service Technicians on financial equipment and software products
• Create and curate technical content for Service Department personnel, including technical knowledge articles, documentation, checklists, and technical procedures
• Demonstrate accountability for parts inventory and company assets
• Assist with financial equipment installations and/or upgrades in the field when required
• Maintain a professional image of yourself and DBE while modeling proper technician behavior
• Under the direction of Department leadership, complete special tasks and other projects as assigned

SUPERVISORY RESPONSIBILITIES

• # of Direct Reports = 0
• # of Indirect Reports = 0

EDUCATION & TRAINING

• High school education required.
• Post-secondary technical education, military experience, or prior experience (5 years+) in the field of system integration prefered.

KNOWLEDGE & EXPERIENCE

• Knowledge of basic electronics principles
• Excellent problem-solving and troubleshooting skills
• Strong mechanical aptitude
• Good PC/computer skills
• Basic knowledge of computer networking
• Clean driving record and a current, valid driver’s license are required.

SKILLS & ABILITIES

• Exceptional customer service skills
• Effective customer and co-worker communication, both orally and in writing
• Ability to effectively prioritize and manage time
• Possess the ability to manage and research assignments independently
• Exceptional organizational skills and the ability to handle multiple tasks concurrently

WORKING CONDITIONS

PHYSICAL DEMANDS/ WORK ENVIRONMENT

The physical demand and work environment characteristics described below represent the typical amount of time spent and conditions while performing the essential duties of the job. Every attempt will be made to provide reasonable accommodations as necessary to enable individuals with disabilities to perform the essential functions. Use the following codes:

C = Continuously (67% to 100% of workday)

F = Frequently (34% to 66% of workweek)

O = Occasional (1% to 33% of the workweek)

N = Never (0% of the workweek)

Physical Demand/ Work Conditions

Frequency

Physical Demand/ Work Conditions

Frequency

Sitting

F

Lifting

C

Standing

C

Sedentary (0 - 10 lbs.)

F

Walking

C

Light (11 - 25 lbs.)

C

Bending

C

Medium (26 - 50 lbs.)

F

Stooping

F

Heavy (51 - 74 lbs.)

O

Kneeling

F

Very Heavy (75 – 100 lbs.)

O

Climb Ladders

O

Dexterity

C

Driving

O

Eye/Hand Coordination

C

Reach Above Shoulder

F

Handling (holding, grasping, feeling)

C

TYPICAL NOISE LEVEL

 ☐ Quiet ☒ Moderate ☐ Loud

SPECIAL HEARING REQUIREMENTS

N/A

SPECIAL VISION REQUIREMENTS

☒ Close

☒ Color

☒ Distance

☒ Depth Perception

☒ Ability to Focus

☒ Peripheral Vision

PRIVACY

Employee will comply with both the letter and spirit of the laws governing the privacy of consumer information and DBE’s Privacy Policy and Procedures.

EEOAA Disclosure

This job description is not a contract for employment, either expressed or implied, between DBE and the job employee. DBE or the employee may terminate the employment relationship at any time, for any reason. Data Business Equipment is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.