Electromechanical Field Service Technician III

Giesecke+Devrient; Toronto; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Travel opportunities

Training programs

Job summary

Giesecke+Devrient is seeking a Level III Field Engineer to provide on-site servicing, installation, and repair of complex electromechanical equipment. The role emphasizes travel up to 80% and interaction with customers to resolve technical and service problems efficiently.

You will diagnose and repair mechanical, hardware, and software failures, prepare failure trend reports, and assist in training less-experienced engineers. A valid drive and flexibility for long hours are required.

Qualifications

• Hands-on electro-mechanical equipment experience required.
• Electrical/electronic principles knowledge required.
• Customer-facing experience preferred.

Responsibilities

• Respond to service calls promptly and perform maintenance at customer sites.
• Diagnose mechanical, hardware, software, and systems issues using established procedures.
• Maintain accurate records, reports and inventory management.
• Coordinate parts shipment and tooling for repairs and replenishment.
• Provide onsite training and serve as communication liaison between tech support, management and customers.

Skills

Electro-mechanical troubleshooting

Electro-mechanical equipment

Electronic principles

PCs & Networking

Solenoids & belts etc.

Education

High school diploma/GED

Associate Degree or Trade/Technical certificate

Tools

Laptop/Tablet

Job description

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry.

As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

Summary

A Level III Field Engineer will use his/her technical expertise and individual judgment to provide customer-site servicing, installation and repair of complex electromechanical equipment and will maintain a high level of customer satisfaction through the use of data-driven tools, proactive attention to customer requirements and positive customer interactions. This position provides support to customers on operational or maintenance aspects of equipment, receives escalated customer concerns on technical and service related problems, diagnoses mechanical, hardware, software, and systems failures using established procedures, determines the most effective repair/resolution to minimize customer downtime, and prepares reports for analysis of product failure trends and serviceability issues. A Level III Field Engineer will also assist with onsite training and development of less experienced Field Engineers and serve as a focal point of communication between technical support, management, and the customer on technical issues and projects. This position requires the flexibility to work long hours and travel as necessary.

Duties/Responsibilities

• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Applies company policies and procedures to complete routine tasks.
• Responds to service calls promptly, performs maintenance of equipment systems at customer sites and assists operators with operational problems that occur.
• Represent G+D in a highly professional manner.
• Performs all administrative duties including record keeping, reporting, and inventory management in an accurate and timely manner.
• Maintains and develops technical competence through formal training programs, on-site training, and on-the-job training.
• Adheres to all required company policies concerning confidentiality of company information as well as customer policies procedures including Custody and Control Procedures.
• Manages parts inventory, coordinates shipment of parts for repair and replenishment, and maintains the inventory of tools and test equipment.
• Records maintenance activities using approved methods and procedures.
• Follows escalation procedures to ensure that problems are resolved expeditiously and that timely communications are maintained with designated G+D personnel and customer management.
<
• Actively promotes a high level of customer satisfaction by maintaining open communications and providing pro-active attention to customer requirements.
• Assist with onsite training of less experience Field Engineer
• Demonstrates flexibility to travel, as necessary, in support of business needs, including travel to provide coverage for other Field Engineers during vacations, illnesses, etc. Coverage can be within home territory or could require travel to other territories.
• Performs all activities in a safe manner and adheres to company policies and procedures relating to safety.
• Performs other duties as assigned.

Required Skills/Knowledge

• Hands on experience with electro-mechanical equipment a plus.
• Capabilities should include electro-mechanical troubleshooting ability, understanding of electronic principles, and a working knowledge of computer systems, PC’s and Networking.
• Hands on experience with solenoids, belts, rollers, bearings, pneumatics, and guides a plus.
• Must possess effective oral and written communication skills, French & English.
• Utilize laptop/tablet for administrative and diagnostic tasks.
• Willingness to submit personal information and obtain Gaming Licenses in required jurisdictions (Commercial Field Engineers).
• Home Office Based and/or Customer Site Based.
• Personal vehicle use required, if business needs dictate.
• Potential to be responsible for Company Fleet vehicle, if business needs dictate.
• Shift work may be required.

Travel Required

• This role requires up to 80% of regular travel.
• This position requires travel to the United States for mandatory training. Candidates must be legally able to travel to the U.S. and obtain and maintain any required travel authorization.

Required Education And Experience

• High school diploma/GED required
• Associate Degree or Trade or technical school certificate/diploma preferred
• Minimum four (4) years of work experience, two of those years in a field service environment
• Hands on experience with electro-mechanical equipment a must
• Previous experience dealing with customers a must

Salary Range

• Canadian Dollar: $65,000 - $75,000

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.