Job Description
Job Description
Title
Field Service Technician
Installation Support
Reports to
POS Supervisor, Field Service
Position Overview
Daily job duties will include on site troubleshooting, repair and installation of the Payroc Payment Solutions at customers' locations along with project handling and deployment. Technical aptitude and people skills are a must. This is a hands-on position requiring a superior ability to identify and correct mechanical, electronic, and software issues. Schedules vary and technicians are dispatched directly from their home to the job site or from the local office to a job site. This is a full time, hourly position with potential overtime as well as some nights, weekends and other holidays with a rotating on call schedule.
Duties and Responsibilities
- Maintains the highest level of customer satisfaction by resolving all possible payment solutions issues in a professional and timely manner.
- Performs general maintenance tasks, troubleshooting, and repairs to POS systems and their peripherals.
- Perform computer hardware and software installations, retrofits and add-ons.
- Interacts with customer by responding to technical questions or requests.
- Train and support POS related products with customer in a professional courteous manner.
- Escalates all problems and issues to management when necessary. This includes end of life equipment, replacement of failed equipment, loaners, rentals or any other issue that could impact customer satisfaction.
- Willingness to work with end-users and management to resolve difficult issues at times while under time constraints.
- Willingness to travel in Southern California between sites and be available for Sunday support. (Rotates every other week for Sunday schedule)
- Ability to work concurrently on a variety of projects using clear judgment while maintaining a high work performance standard.
- Ability to remain professional and consistently provide a high level of customer service
- Ability to communicate clearly and efficiently in person, on the phone and in written communication
- Ability to work with little supervision
- Assist and support other departments with technical knowledge of POS hardware
- Train and support POS related products with customer in a professional courteous manner.
- Sunday support schedule required, includes holidays. (Sunday schedule is every other weekend)
- Represents PayrocPOS in a professional and businesslike manner.
Qualifications
- Education - 1-2 years of related work experience, high school diploma or technical training, or equivalent combination of education and technical experience in a POS related service environment to POS or related industry
- Intermediate computer literacy and knowledge of POS computer hardware and peripherals.
- Intermediate knowledge of Microsoft operating systems
- Technical schooling, A+, N+ MCP, or MCSE certification preferred
- 2-year technical degree and/or 2+ years related experience with installing, upgrading, and repairing PC's and POS peripherals perferred
- Aloha Software preferred
Working Conditions
- Extensive desk-based work involves prolonged periods using a computer and sitting for extended periods
- Must be able to lift up to 25 pounds if needed.
Travel Component
- Up to 75%
Job Classification
- Non-exempt
At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.
Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com