Resident Service Technician

Customer Service Engineer

Bell and Howell delivers technology-driven automation services and solutions that help businesses optimize performance, reduce downtime, and improve customer experiences. Our automation services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our integrated 360 advanced technology enabling remote repair, diagnostics, automated smartops dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients. Our automated solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing - all backed by the best service in the industry.

Location: Ogden, UT 12-hour dayshift, 7 am - 7 pm. 4 days on, 3 days off one week, and 3 days on, 4 days off the next.

Summary: The customer service engineer serves as primary customer contact on technical and service-related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures, using established procedures provided by our highly rated service training department. This job may include any aspect of field support, including electrical/electronics, hardware, software, pc's, and networking. Provides technical support to customers on operational or maintenance aspects of system equipment. Determines most cost-effective repair/resolution to minimize customer downtime. Note: this is not an information technology (it) position - requires electrical and mechanical experience.

job responsibilities:

• primary responsibility will be to install, troubleshoot and repair a variety of industrial products that include, but are not limited to; printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics and any other applicable third-party accessories attached as part of the system.
• schedule and perform regular predictive/preventive maintenance inspections on equipment.
• provide support by managing parts inventory, customer service calls and preventative maintenance schedules.
• foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• act as a liaison between the customer and other departments/functions of the company.
• may need to provide an on call level of service up to seven (7) day/week twenty-four (24) hour/day for emergency customer assistance; respond to emergency and non-scheduled calls for service within established response time goals.

supervisory responsibilities: n/a

competencies (skills, knowledge and abilities): requires understanding of computer program functionality and software troubleshooting skills. strong interpersonal/customer relation skills. ability to build and maintain strong customer relationships by understanding their operations and instilling confidence with effective proactive communication. ability to effectively resolve conflict internally and externally.