Deployment and Service Technician

JOB TITLE: Deployment and Service Technician            
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. The 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 all orders including 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 the 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.
ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

ECRS is a no-mask requirement and no-vaccination requirement culture.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, gender identity, sexual orientation, disability, age, political affiliation, or national