Job Title: Field Service Technician

Location: San Jose, CA

Coverage area: SF Bay Area

Department: Service (Operations)

Reports to: Service Manager

FLSA Status: Hourly, Non - Exempt

SUMMARY: The Field Service Technician provides customer service in person and/or by telephone to customers in and around the greater San Jose and surrounding San Francisco Bay area. Technicians will also help fulfill the needs of the maintenance schedule when needed by performing preventative maintenance on parking access equipment, as well as software and/or hardware. Works with upper-level support to troubleshoot/setup/configure car access systems to include LAN (Local Area Networks). Effectively understands and troubleshoots basic setup of credit card configuration within the PARCS (parking access & revenue control system) network.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform field repairs on parking access system and building access systems, software and/or hardware related
• Troubleshoot and correct problems on devices/equipment, down to board level, low voltage
• Correct/fixes; minor to complex software issues on parking/access systems
• Understand and troubleshoot the entire setup of a SKIDATA network (LAN)
• Properly identifies all network devices on a LAN (router, modem, switch etc.)
• Can properly use handheld devices like, but not limited to, multi meter, Network tester, toner, etc.
• Understand basic relay logic
• Works with upper-level support to setup/configure firewall, router, and other network devices
• Provides effective customer service, to internal and external customers
• Properly identifies when higher level support is needed. Work closely with peers and support team to ensure customer expectations are met
• Effectively execute troubleshooting instructions from higher level support
• Properly maintain vehicle status and maintenance, as required
• Properly maintains his/her inventory levels, by properly transacting in ERP (SNOW) system
• Communicates effectively with service coordinator, advisors, and service management team
• Responsible for transactions for assigned work orders (WOs) in ERP system on a per WO basis (parts and labor), also to include maintenance checklist, as required by existing processes
• Perform monthly preventative maintenance – scheduled inspection, cleaning, lubricating, and adjusting of the equipment
• Other duties, as assigned

QUALIFICATIONS:

This is an experienced position within the Service Department. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Must be at least 21 years old, with a valid driver’s license; have and maintain a driving record clean of any major or numerous violations
• Must be able to drive to field / customer locations to perform field work
• Working knowledge of Windows Server 2008/2012/2016, SQL, Windows OS 7, 10 and above, and network firewall configurations
• Must possess aptitude to learn new technologies
• The ability to work independently all while keeping others informed of your processes and progress via multiple avenues – including ERP System, email, and/or phone
• Proficiency in Microsoft Project, Excel, and PowerPoint
• Must be able to complete SKIDATA technical certified training courses – within 24 months; or has completed required certified courses in the technical career track.  Specific product/equipment and software training supplied by SKIDATA

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED) or equivalent and two (2) years of training/experience in related field required, or equivalent combination of education and experience.  Good skills in the use of hand tools required – experience using ERP software a plus. 

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Driver's License, in state of residence.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Whi