Field Service Technician – Onsite & After-Hours Support

Imaging Business Machines, LLC; Pittsburgh (Allegheny County); On-site; USD 42,000 - 65,000; Full time

Job summary

Imaging Business Machines, LLC seeks a Field Service Technician to maintain and service ImageTrac scanners at customer sites across contracted hours. You will troubleshoot mechanical and electronic systems, provide technical support, and ensure timely dispatches and high customer satisfaction.

Responsibilities include testing work quality, managing assets, and staying current with SoftTrac, Docnetics, and IBML software. After-hours availability may be required under contract terms.

Qualifications

• Associates level degree in electronics and/or mechanical engineering or equivalent work experience.

Responsibilities

• Maintains knowledge of all ImageTrac mechanical and electronic functions.
• Provides effective technical support to customers.
• Arrives at customer sites within contracted response times.
• Manages tools, documentation, software and IP assets.
• Strives to maintain high customer satisfaction.
• Maintains knowledge of SoftTrac, Docnetics and IBML software.
• Follows incident call flow and tests work to ensure quality.
• May be dispatched after hours as required by contracts.
• Supports opportunities for IBML software sales or services.

Skills

Troubleshooting

On-site support

Customer service

Education

Associate degree in electronics

Associate degree in mechanical engineering

Tools

SoftTrac

Docnetics

IBML software

Job description

Description

PURPOSE

The Field Service Technician is responsible for maintaining a thorough working knowledge of all aspects of the mechanical and electronic functionality of all generations of the ImageTrac scanner. The Field Service Technician shall maintain availability for dispatches to customer sites based on contracted hours, during and after regular business hours as needed.

ROLE AND RESPONSIBILITIES

• Maintains thorough knowledge of all ImageTrac mechanical and electronic functions


• Provides effective, timely and competent technical support assistance to customers


• Arrives at customer sites within the contracted response times


• Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)


• Strives to ensure the highest level of customer satisfaction is maintained at all times


• Maintain a working knowledge of SoftTrac, Docnetics and all IBML proprietary software


• Properly follows the call flow for all incident activity


• Ensures that RMA parts are returned in a timely manner and according to current procedures


• Properly tests all work performed to make sure it meets the quality expected of IBML


• Meets all scheduled deadlines


• Be available for dispatches during and after normal business hours as dictated by current contracts


• Analyze customer operational processes for possible opportunities for IBML software sales or services


• Maintain a working knowledge of PCs that are associated with all generations of ibml equipment


• You may be required to submit to criminal/background checks for governmental customer services.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

Associates level degree in electronics and/or mechanical engineering or equivalent work experience

ADDITIONAL NOTES

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.