ECR Software Corporation
  • 16-Jul-2021 to 14-Sep-2021 (EST)
  • Hardware Mgmt/RMA
  • Boone, NC, USA
  • Hourly
  • Full Time

JOB TITLE: Deployment and Service Technician (Level 1)              
DEPARTMENT: Hardware Management 
REPORTS TO: Deployment and Service Manager
FLSA STATUS: Non-Exempt

JOB SUMMARY / DESCRIPTION:

The Deployment & Service Technician is responsible, along with the appropriate Manager, for daily operations in the Deployment & Service department. This highly qualified, technical individual will build, stage, configure, repair and refurbish multiple components of the extensive and ever-changing ECRS product line, ensuring our customers receive a quality product and out-of-box experience. This individual is aspiring to be a subject matter expert within the department, proactively reviewing and improving daily tasks and processes, and assisting in higher level department/company projects.

GOAL / OBJECTIVE OF ROLE:

To provide exceptional customer service through deployment of POS and SCO orders in a high quality and time-efficient manner. Individual is responsible for the setup, configuration, and repair of all ECRS hardware and is expected to do so utilizing the tools and resources provided. This individual will ensure that all shipments are completed with a quality-first mentality, while remaining mindful of order SLAs and priorities.

RESPONSIBILITIES:

  • Active management of the Deployment & Service queue
  • Effectively reviewing Sales Orders for accuracy / viability while prioritizing and scheduling their deployment
  • Staging Hardware with current images, software, firmware and drivers.
  • Manage and maintain appropriate stock levels of shipping materials and small parts inventory.
  • Performs periodic inventory checks and balances of warranty/repair equipment.
  • Performs repair operations including equipment cleaning and preparation, bench assembly/disassembly, low-level electrical repair, and mechanical assembly.
  • Tracks failure rates (trending) and reports to the Director of Hardware Management.
  • Ensures proper billing is performed for out-of-warranty repair.
  • Becoming a subject matter expert in all SCO and POS hardware deployed
  • Reviewing, revising and maintaining existing Deployment processes and procedures
  • Communicating effectively with the Inventory Coordinator to ensure orders are pulled in a timely manner
  • Maintaining accurate customer records in ECRS' internal tracking systems
  • Working with third party partners for domestic and international shipping for both ECRS internal needs and customer needs
  • Coordinating daily UPS pickups
  • Ability and knowledge to conduct Quality Assurance Checks on all hardware and software deployed
  • Providing transparency and clarity in each ticket within the Deployment & Service queue by keeping the ticket updated with relevant staging and shipping information
  • Keeping work area highly organized, clean, safe, and professional always
  • Secondary: Cross train with other hardware departments to be able to assist when needed (Inventory, Hardware Support)

EDUCATION:

  • Two-year degree or equivalent prior experience
  • Four-year degree a plus
  • Business or IT courses a plus

QUALIFICATIONS:

  • Ability to comfortably lift 50 lbs.
  • Basic low-level knowledge in the following: installing, troubleshooting, operating, testing, planning & configuring PCs, Servers, Networking Equipment and Printers
  • Low-level experience with PC hardware/software repair and correction 
  • PC and related equipment experience
  • Proficiency with Windows and Microsoft Office suite
  • Mechanical aptitude
  • Excellent problem-solving ability
  • Attention to detail
  • Willingness and ability to learn
  • Must be able to work independently as well as in a team environment
  • Strong personal desire to produce high quality work
  • Forward & out-of-the-box thinking capability
  • Ability to manage multiple priorities with flexibility to meet changing needs
  • Excellent communication skills - both oral and written for customer and internal communications
  • Professional attitude and strong work ethic
  • Process-driven personality and understanding of process management
  • Ability to create and follow step-by-step instructions
  • Strong understanding of timeline commitments and deliverables
  • Industry certifications (e.g. A+, Network+) a plus
  • Working knowledge and understanding of LAN/WAN networks
  • Linux experience preferred
ECR Software Corporation
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