Resident Service Technician

Bell and Howell; Raleigh (NC); On-site; USD 34,440 - 41,328; Full time

Job summary

Bell and Howell is seeking a Customer Service Engineer in Raleigh, NC to be the primary contact for technical and service-related issues on various industrial equipment.

The role encompasses troubleshooting, maintenance, and customer interactions, requiring a strong electronic/mechanical background and excellent communication skills. Candidates should have a High School degree and relevant industry experience.

Pay ranges from $25 to $30 per hour, with minimal travel required within the United States and Canada.

Qualifications

• 2+ years industry experience or equivalent education.
• Understanding of electronic and mechanical troubleshooting.
• Ability to follow verbal and written instructions.

Responsibilities

• Install, troubleshoot, and repair industrial products.
• Perform regular maintenance inspections.
• Foster positive customer relations through effective communication.
• Provide on-call emergency service.

Skills

Troubleshooting skills

Customer relation skills

Mechanical background

Analytical and problem-solving skills

Communication skills

Education

High School degree or equivalent

2-year degree in electronics/advanced mechanics

Tools

Digital Multi Meter (DMM)

Oscilloscopes

Specialized diagnostic tools

Job description

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Job Details

Location: Raleigh, NC

Pay: $25-30/hr

Summary

The Customer Service Engineer serves as primary customer contact on technical and service-related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures, using established procedures provided by our highly rated service training department. This job may include any aspect of field support, including electrical/electronics, hardware, software, PCs and networking. Provides technical support to customers on operational or maintenance aspects of system equipment. Determines most cost‑effective repair/resolution to minimize customer downtime.

Note: This is not an IT role. The position requires hands‑on electrical and mechanical troubleshooting with experience using Digital Multi Meter (DMM) and more.

Job Responsibilities

• Install, troubleshoot and repair a variety of industrial products that include, but are not limited to, printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics and other applicable third‑party accessories.
• Schedule and perform regular predictive/preventive maintenance inspections on equipment.
• Manage parts inventory, customer service calls and preventative maintenance schedules.
• Foster positive customer relations and high satisfaction by communicating effectively with customers.
• Act as liaison between the customer and other departments/functions of the company.
• Provide “on call” service up to seven days a week, 24 hours a day for emergency customer assistance; respond to emergency and non‑scheduled calls within established response time goals.

Competencies (Skills, Knowledge and Abilities)

• Understanding of computer program functionality and software troubleshooting skills.
• Strong interpersonal and customer‑relation skills.
• Ability to build and maintain strong customer relationships by understanding their operations and instilling confidence with effective proactive communication.
• Ability to resolve conflict internally and externally.
• Ability to accomplish duties using appropriate hand, power and testing tools/equipment.
• Reason logically and make sound decisions while considering alternative perspectives.
• Strong analytical, problem‑solving, quantitative, and time‑management skills.
• Effective oral and written communication skills.
• Ability to understand, remember and follow verbal and written instructions.
• Ability to work as part of a team.
• Ability to read and understand written procedures and diagrams for assembly and test.
• Ability to develop and implement solutions to assembly problems.
• Maintain regular attendance and punctuality.

Education and Experience

• High School degree or equivalent with 2‑year degree or diploma in electronics/advanced mechanics/software training with 1+ years related industry/equipment experience, or equivalent combination of education and experience.
• Strong electronics and mechanical background, understanding of computer program functionality and software troubleshooting skills.
• Associate degree preferred.

Travel

This position requires minimal travel in the United States and Canada for training and other requirements. For field only, local travel time could be greater than 50%.

Physical Requirements

• Use standard and specialized hand, power and diagnostic tools and measuring equipment such as oscilloscopes, DMM, gauges, etc.
• Lifting to waist 70 pounds.
• Walking and standing; using hands to feel objects; reaching; requires balance.
• Bending, stooping, kneeling, crouching and/or crawling for periods of time.
• Work in a loud environment.
• Work in small, cramped areas.
• Work in elevated environment up to 20 feet.
• Work performed in controlled office, retail, and manufacturing environment; noise within acceptable safety levels; paper dust prevalent; cleaners and solvents used; machines contain moving parts.

Other Duties

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.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed servicemember status, marital status or any other characteristic protected by federal, state or local law.