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Customer Experience Technician (Field Service)Hi there! Have you noticed that the restaurant industry is changing?We?re PAR and our purpose is:To deliver solutions that connect people to the restaurants, meals and moments they love.We take that responsibility very seriously.As a leading provider of restaurant technology to the top restaurant brands in the world we?re calling all rebels, instigators, idealists and builders to join our constantly growing team. If you?ve excelled at every job you?ve held but always thought something was missing, please, read on.PAR invented the FIRST point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. PAR?s solutions are used to serve tens of millions of guests every day in over 120 countries. Our mission is to build the number one restaurant technology company in the world and we?re off to a great start. We believe our customers want technology that is open and fast that enables their ability to innovate.We?re looking for people who are hungry to go beyond the idea of ?just a job?. PAR?s not for everyone though: We work hard, and we really reward success. We push ourselves and each other to be better every day. We?re ferocious in battle but gentle in spirit. We?re hands-on people. We keep our room clean and make our bed because details matter. We believe it is better to be fast than big, and that being both is best. We believe diversity creates strong systems and communities. We experiment. Sometimes we break things, but we learn quickly. We?re honest and our intentions are good. And we always offer the last slice of dessert to our guests. We?ve got each other?s and our customers? backs no matter what.We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!POSITION DESCRIPTIONPAR is looking for a Senior Customer Experience Technician to join our growing team! Our Senior Customer Experience Technicians are the face of our company to our customers, responsible for completing service requests at customer locations. The Senior Customer Experience Technician is passionate about delivering exceptional customer service and knows that fixing the issues is only part of the great service experience. These team members go above and beyond every day to ensure their customers believe that PAR is the best decision they make as business owners and restaurant operators. Customer issues can include troubleshooting hardware, software, and network issues; replacing hardware devices; performing preventative maintenance for the site; and general product support.The Senior Customer Experience Technician will also prioritize mentoring, training and coaching Customer Experience Technicians on process, communication, handling customer escalations, driving process improvement, and building PAR values in all team members. This position reports to the Manager of Field Operations.WHAT WE?RE LOOKING FOR
Customer and quality focused technicians eager to learn and make a difference for their customers and develop relationships.
Ability to apply critical thinking and customer service mindset to make quick decisions independently.
Self-motivated individuals that have the discipline to work on their own with minimal follow up.
Ability to listen and communicate with the customer and Help Desk regarding the dispatched service call.
A minimum of 5 years of experience in the detection, isolation and resolution of problems with microprocessor-based equipment strongly preferred.
Experience with inventory management.
Ability to train store management and employees on PAR products.
Ability to do minor construction type work such has drilling holes and mounting brackets.
Ability to utilize DOS commands for software reimages and understanding of PC BIOS configurations.
Understanding of AC power and the effects of a properly grounded AC circuity.
Familiarity with running and terminating network cabling.
Potential travel outside your coverage area which may include an overnight or multiple night stay.
Flexibility to work after hours and weekends as required.
WHY WE NEED YOU
Be the face of PAR service excellence for our customers and deliver a WOW experience at each visit.
Provide quality support, responsiveness, and customer care.
Respond to customer calls in accordance with an established Service Level Agreement (SLA).
Possess a customer-centric attitude while maintaining a high customer service satisfaction rating.
Troubleshoot, diagnose, and repair units and networks at the customer site.
Identify, analyze, and repair hardware, software and network failures.
Provide hardware, software and network installation services.
Provide on?call emergency service when needed.
Provide general customer service on the phone and in person.
Provide ongoing training to customers regarding POS operations and programming.
Educate customers on preventative maintenance best practices.
Manage company inventory of parts required to maintain customer equipment, as well as a company vehicle.
Works with all internal PAR departments to facilitate resolution on customer concerns.
Contributes to the productive results of the work group by supporting and participating in continual improvement efforts.
Mentor and coach members of the team, fostering individual growth and commitment to PAR Values.
Participate in cross-functional teams to drive continual improvement throughout the organization.
Communicate any training concerns or opportunities to management in a timely fashion.
Additional Requirements
Associates degree or equivalent experience.
Clean driver?s license required.
Ability to climb and work with ladders and ability to lift 50lbs.
Ability to differentiate colors as part of troubleshooting and adherence to cabling standards.
