Position Title: Technical Services Support

Department: Technical Services

Reports To: Technical Services Manager

Location: Mebane, North Carolina

Summary

Provide direction, communication and coordination in support of the Director of Technical Services, Sales Management, and Distributors in the assigned territory. Resolve technical issues and improve the quality of ArcaTech support services throughout the assigned territory.

Raise the satisfaction levels of our customers by providing them with dedicated technical resources and timely problem resolution.

Train and certify Customer Service Engineers and analyze product performance throughout the region in an ongoing effort to improve the quality of ArcaTech services and assist Customer in achieving its goals.

Required Competencies and Abilities

• Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Ability to repair machines or systems using the needed tools.
• Ability to determine causes of operating errors and deciding what to do about it.
• Ability to understand written sentences and paragraphs in work related documents.
• Ability to install equipment, machines, wiring, or programs to meet specifications.
• Willingness to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to read gauges, dials, or other indicators to make sure a machine is working properly.
• Ability to perform routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and to apply general rules to specific problems to produce answers that make sense.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• The ability to communicate information and ideas in speaking so others will understand.
• The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.
• The ability to quickly and repeatedly adjust the controls of a machine.
• The ability to concentrate on a task over a period of time without being distracted.
• Ability to analyze information and evaluate results and choose the best solution to solve problems.
• Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
• Ability to provide information by telephone, written form, e-mail, or in person.
• Ability to observe, receive, and otherwise obtain information from all relevant sources.
• Ability to use computers/computer systems to program, write software, set up functions, enter data, or process information.
• Ability to develop constructive and cooperative working relationships with others, and maintaining them over time.
• Ability to keep up-to-date technically and applying new knowledge to your job.
• Ability to translate or explain what information means and how it can be used.
• Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Ability to provide direction, communication and coordination in support of the Director of Technical Services, Sales Management, and Distributors in the assigned territory.
• Ability to resolve technical issues and improve the quality of ArcaTech support services throughout the assigned territory.
• Ability to raise the satisfaction levels of our customers by providing them with dedicated technical resources and timely problem resolution.
• Ability to train and certify Customer Service Engineers and analyze product performance throughout the region in an ongoing effort to improve the quality of ArcaTech services and assist Customer in achieving its goals.
• Ability to interface routinely with the Technical Services and Engineering management, Customers, and Sales Team Members assisting with technical issues.
• Ability to interface as needed with Executive Management and his/her staff.  Bring to their attention technical issues that pertain to the entire division or that are beyond the scope of the support staff to resolve, while still maintaining ‘ownership’ of resolution.
• Ability to provide technical/product knowledge for a territory consisting of Resellers, Service Management, and other representatives from Service and Sales.
• Responsibility for implementation and maintenance of Technician qualification/certification throughout territory and the ability to operate as liaison between Technical Support and all service channels to determine technical training requirements within the territory.
• Will be responsible for technical performance of the territory and insure established performance goals are met.
• Will attend customer meetings, as needed, to provide support on technical issues.
• Ability to interface with Software and Hardware Engineers to provide support as needed.
• Ability to provide backup on-site support to our Resellers.
• Ability to examine work orders and converse with equipment operators to detect equipment problems and to ascertain whether mechanical or human errors contributed to the problems.
• Ability to reinstall software programs or adjust settings on existing software in order to fix machine malfunctions.
• Ability to advise customers concerning equipment operation, maintenance and programming.
• Ability to test new systems in order to ensure that they are in working order.
• Ability to maintain records of equipment maintenance work and repairs.

Benefits

• Comprehensive Health and Dental Insurance
• 401k Retirement Plan and Matching
• Flexible Spending Account
• Minimum 12.5 days Paid Time Off and Paid Holidays
• FREE and GOOD Coffee

About ArcaTech Systems

ArcaTech Systems designs, manufactures and distributing wide range of transaction automation systems, specializing in custom bill dispensing and bill recycling devices. We have offices in North Carolina, Scotland, Northern Ireland, India and Russia. We work with customers around the world.

ArcaTech does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability or any other protected class. We support workplace diversity. To apply, please e-mail us at jobs@arcatechsystems.com, attaching a current resume in HTML, Word, Plain Text or PDF Format. In the body of the e-mail explain why you would be a good fit for this job.