Customer Experience Technician - Cleveland, Ohio - PAR

POSITION DESCRIPTION

PAR is looking for a Customer Experience Technician (AKA Field Technician) to join our growing team! Our Customer Experience Technicians are the face of our company to our restaurant customers, responsible for completing service requests at customer locations. The 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.

Location:

Cleveland, Ohio

Pay Rate: 

The hourly rate for this position is $23 - 28.85 USD per hour commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

What You Bring to the Table:

• 2+ years of experience minimumin hardware troubleshooting is required
• Prior experience as a field technician is required
• Ability to do minor construction type work such has drilling holes and mounting brackets is required
• Prior experience with running and terminating network cabling is required.
• Flexibility to work after hours and weekends as required (including potential travel outside your coverage area, which could include multi-night stay)
• 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.
• Focus on customer service and quality performance
• 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.
• Experience with inventory management.
• Ability to train store management and employees on PAR products.

What You'll Do:

• 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.

Role Requirements

• 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.