Field Service Technician/Technologist Representative

  • Employee Type Non-Exempt – Full Time

  • Manage Others: No

     

    Description

     

    Who You Are…

     

    This Technical Representative performs both office, field work, onsite installs and support of Projects.This role has knowledge of Point of Sale (POS) supported software, applications, processes, installation, and training. Additionally, this role provides support by troubleshooting escalation calls for both internal employees and CoffeeTree customers. The Technical Representative will successfully aid in converting a store’s POS system, Back Office, and network schema. 

     

    What You'll Do…

    ·        Install, Administer, and configure firewall settings on-site

    ·        Provide Smart Hands services at Customer sites

    ·        Install operating systems, software, patches, upgrades, and hardware (i.e., servers, PC’s, switches, and routers)

    ·        Analyze, troubleshoot, and resolve system hardware, software, and networking issues.

    ·        Configure, optimize, fine tune, and monitor operating systems, software, and hardware.

    ·        Assist with the install/setup of store servers, applications, and processes needed to bring a store live.

    ·        Provide support by troubleshooting escalation calls for both internal team members and customers.

    ·        Log and document all supported requests in service tickets (phone calls or in-store) and ensure all service tickets are meeting the corresponding SLA’s.

    ·        Serves as an escalation point and coach for all team members on hardware and software problem analysis and resolution.

    ·        Ability to set up and perform system backups and recovery.

    ·        Implement and monitor POS system, Site Controller technology, Fuel Controller technology, Network switches and Wireless Appliances

    ·        Communicate with Account Managers and customers on technology needs and industry changes.

    ·        Provide phone support as necessary during regular business hours and after-hours support.

    ·        Follow up and support existing customers.

    ·        Review proposals for equipment and software and recommends potential opportunities to the Account Manager

    ·        3rd Party Integration – Work with lab and research and development to validate/sign-off on new programs and software upgrades. 

     

    What You'll Bring to the Team…

    ·        Bachelor’s degree or equivalent experience in the POS industry

    ·        Experience in Convenience store, retail store and grocery store industries

    ·        Proficient in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint

    ·        Expert problem solver and analyst at both the technical and application levels

    ·        Creative problem-solving skills, a critical thinker, and a dedication to customer satisfaction

    ·        Excellent written and verbal communication skills as well as interpersonal skills

    ·        Possess the accountability and personal responsibility to own and drive results.

    ·        Ability to work independently and part of a team environment.

     

    Preferred Qualifications…

    ·        Experienced with industry supported software, applications, processes, and solutions such as POS, Back Office, and third-party software (i.e., label printing, loyalty, eWIC, and e-Commerce) and best practices.

    ·        Knowledge of implementing and installing store networks and network security, administering, and configuring firewall settings, network switches and routers, Wi-Fi/VLAN experience, and endpoint protection

    ·        Proven ability to manage and mentor technical and customer support personnel.

    ·        Successfully manage multiple issues at the same time

    ·        Proven customer service experience

    ·        Possess excellent problem-solving and analytical skills.

    ·        Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills.

     

    What We Offer…

    ·        401(k) savings plan match

    ·        Health coverage (medical, dental, vision)

    ·        HSA + employer contribution

    ·        Employer-paid life insurance

    ·        Short- & long-term disability

    ·        Generous PTO and holiday schedule

     

    Work Environment… 

    Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.

     

    Physical Environment…

    Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

    ·        Walking, bending, lifting, repetitive motion.

    ·        Use of hand tools and test equipment

    ·        Occasionally lift up to 50 lbs.

    ·        Ability to climb ladders.

     

    Other Duties/Changes…

    This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will individual performance, Company or individual department performance, and market factors.be the principal, major or most important duties, responsibilities, and activities that the employee is expected to perform as determined and directed by CTG.

     

    Compensation…

    The pay range for this position will be based on industry experience. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and/or other benefits (401(k) eligibility, PTO), dependent on the position.

We’re looking forward to hearing from you - join the team at CTG - apply Today!