SUMMARY

The Service Department supports our customers when there are problems with fielded units after shipment, including providing technical support, root cause analysis, repairs and timely returns to the customer.

The Service Technician I is responsible for diagnosing and repairing defective computer systems, working many and varying in parallel, as returned from the customer in a timely and high-quality manner while accurately researching, transacting, and documenting repairs within Arena PLM and Syteline ERP.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Assess incoming systems to verify and document customer reported problems
• Troubleshoot complex hardware, software and design issues
• Perform diagnostic testing, repair and replacement of computer hardware as necessary
• Perform modifications and/or upgrades on computer system hardware as required
• Re-load and or re-install the operating system when necessary, including imaging
• Research systems, part compatibility, and specifications within Arena and Syteline
• Accurately follow detailed instructions and procedures
• Accurately multi-task and manage 5-10 repairs concurrently without errors
• Accurately use the service management module within the Syteline ERP system to identify work, update work statuses, classify reasons and resolutions, enter notes and time for billing purposes, and transact parts and labor as appropriate for repairs.
• Establish root cause of failures including interfacing with Quality and/or Engineering departments for complex or repeated failures
• Communicate effectively with other technicians, service leaders, and technical support representatives including proactively communicating status and any unforeseen problems or delays
• Recommend improvements and/or improve repair procedures and documentation
• Work with fellow associates to research problems and find solutions
• Train other service department personnel

QUALIFICATIONS/EDUCATION and/or EXPERIENCE 

Required:

• Minimum of 1 year experience with operating systems, computer hardware or related technology
• Ability to read and comprehend instructions and procedures
• Ability to multi-task 5-10 concurrent repairs in an error free manner and within the expected timeframe
• Ability to communicate and interact effectively with team members and other departments
• Ability and willingness to work overtime hours as required
• Ability to effectively communicate instructions to assist in the training of other associates
• Ability to consistently maintain a clean and organized work area
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to define problems, collect data, establish facts, and draw valid conclusions 
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Preferred:

• Knowledge of various Linux/Unix environments
• Interest in advancement and progressive development of technical skills
• Ability to problem-solve and multi-task in a fast-paced team environment
• Be willing to travel to perform field service repairs (< 5%)

PHYSICAL REQUIREMENTS  

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the associate is regularly required to sit; walk; use hands to manipulate objects, tools, or controls; reach with hands and arms; talk and hear.  The associate must occasionally lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds with the assistance of others.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.  This includes a highly regulated, climate-controlled, low to moderate noise environment. 

EQUAL EMPLOYMENT OPPORTUNITY

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.