Field Technical Support Specialist (1916) at Hyosung America, Inc in Brea, California

Job Description:

Hyosung America, Inc

Job Type: Full Time
Location: BREA, CA, US | NEWPORT BEACH, CA, US | LAGUNA NIGUEL, CA, US

OVERVIEW
Nautilus Hyosung America, Inc. (HYOSUNG) is a world leader in ATM self-service technologies. We have built a reputation for innovation by continually researching, developing and delivering quality ATM products – flexible products that adapt to our changing world and our customers’ changing needs.
JOB SUMMARY:
The Field Technical Support Specialist will responsibilities include being on the Incontact “Queue” and ready to answer calls, research parts, handle projects, evaluate poor performing equipment, provide plan and/or execute a course of action, help create documentation and videos, provide assistance to others on their assigned team and the field during the designated hours. FTS Specialist must be able to help provide guidance over phone verbally, operating off memory, documentation, and pictures available. Perform field assignments as needed by Manager of FTS and any other duties assigned.
ESSENTIAL FUNCTIONS:
Answer incoming calls from Field Service Engineers.

• Ask probing questions to reach root cause and resolution.
• Guide techs through the troubleshooting or repair process as necessary.
• Determine issues (hardware/software).
• Make recommendations for actions needed.
• Escalate issues as necessary to management.
• Help create and maintain Documentation and videos on Knowledgebase.
• Able to use reference documentation to assist FSE’s and other FTS’s.
• Any additional tasks assigned by manager.

ATM performance monitoring

• Review and recommend actions for correcting chronic ATMs weekly.
• Perform site visits to analyze and correct chronic ATMs as needed.
• Ensure ATMs that are in the Specialists region are performing at optimum level

Training

• Will need to occasionally Train FSEs on new equipment, devices, and procedures, over the phone, or in person.
• Help create Classroom documentation if needed
• May conduct classroom training for individuals or groups. Training may be in remote locations as needed.

Documentation

• Help create instructional documentation and/or video for service procedures, part replacements and best practices for ATM’s and TCR’s.
• Help to maintain the Part look-up tools, Knowledgebase and databases for the field as assigned by manager.

Travel

• This position will be based in the Chicago / Midwest Area, but you will be asked to go to other areas as needed.
• Travel for this position is required and can be on a short notice including after hours and weekends.
• Travel will be split between driving and/or flying within the region pending what is required.
• Percentage of travel required = approximately 30% +/- or as determined by management. Sometimes on short notice.
• Company vehicle is provided (Small to mid-size sedan) no parts inventory.

On-call Coverage

• FTS requires 24/7 on-call duties at week increments of Mon – Mon (currently is approximately 7-week intervals). Providing after hours support as needed.
• On-call gets additional cash Stipend for Week

Hours of Responsibilities

• The primary hours for this position could be, 1st, 2nd and or 3rd Shift hours) or combination of both, also possibly including weekends, but not limited to the rotational On-Call and any escalations that the company deems necessary. Work outside of normal (40) hours will be returned with comp time.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in area of specialty or 5-8 years of field management or supervisor experience.
• Minimum of two (2) years of Field Service Technician experience, preferably with Hyosung.
• Knowledgeable in the technology services business.
• Ability to travel to other areas of the country.
• Excellent interpersonal skills
• Possess excellent written and verbal communication skills
• Create and maintain a positive working environment and relationship with both internal and external customers.
• Possess performance management skills and follow HR processes.
• Self-motivated person with positive attitude

PHYSICAL DEMANDS:
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

• While performing the responsibilities of the job, the employee is required to talk and hear.
• The employee is often required to sit and use their hands and fingers, to handle or feel.
• The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
• Employee must be able to lift 50lbs without assistance. May be asked to lift up to 80lbs with assistance of machinery or helper.
• Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT:
While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

• The employee may be occasionally exposed to moving mechanical parts and vehicles.
• The noise level in the work environment is usually quiet to moderate.
• The passage of employees through the work area is average and normal.
• This position is a high-security position, and may pose a risk of exposure to criminal elements. Proper security training and awareness is required.

Nautilus Hyosung America, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities/Females/Disabled/VeteranPI126412281 Apply Now