- Provide tier 2 technical support for our new and existing customers
- Troubleshoot field issues and inspections at customer sites as required
- Use (SFDC) case management system for all customer technical issues
- Provide detailed analysis of site visits inclusive of problem details, analysis, and as needed 5-why's with recommended corrective actions
- Analyze field issues and customer provided information to resolve or recommend escalation to level 3 (Engineering) support
- Provide technical solutions and recommendations to customers in a timely fashion that maintains the highest levels of customer service and satisfaction
- Assist OEM personnel with training for store-level proper techniques for product handling
- Provide knowledgeable support for all API/UAPI, product and solution questions originating from customer integration, field trial and deployment
- Provide direct support to bench-level technicians
- Conduct on-site training for CPI Authorized Service Centers (ASC) approved to repair CPI products
- Work with ASCs on special programs and initiatives for CPI Products (e.g. upgrade or trade-in programs)
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- Keep customer informed of progress and diagnose any issues that arise during trial
- Perform on-site or remote monitoring of installation and perform audit collections
- Write up the final technical field trial report against the pre-defined success criteria
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Field Engineer - Malvern, United States - Crane Payment Innovations
Description
Field Engineer
Location
PA, Malvern
Department
Customer Service
Employment Type
Full Time
Have you ever used the self-checkout?
Played the slots at a casino?
Maybe you grabbled a drink for a vending machine or paid to park your car?
If you answered with a resounding "YES", then you have done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).
We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide.
From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.
Headquartered in Malvern, PA, CPI is supported by more than 2500 global associates, 7 manufacturing sites, 12 corporate offices, and 43 service branches.
If you want to have a hands-on global impact on payment solutions, we want you to join our team as a Field Engineer reporting to our
Malvern, PA office.
WHAT YOU WILL BE DOING
As our Field Engineer, you will be responsible for providing technical field support at a hardware, software, and solution level in the North America region as a part of our Global team.
In this role, the candidate will develop close relationships with customer technical teams and CPI Engineering and Sales teams to deliver technical support to OEM's and end-users for all CPI Payment products and solutions.
The primary focus is providing field technical support for new customers and solutions that drive growth inclusive of working with customer integration and deployment teams.
This position will also be responsible for training new and existing customers in operations, maintenance, and repair of CPI payment components and systems.
Technical Field Support:
Technical Documentation:
Alpha/Beta/Field Trial Support:
Sales Support:
Assist account management with technical demonstration of products
Provide training to the customer field service technicians in proper life-cycle maintenance procedures
Provide trade show technical support as required
WHO WE ARE LOOKING FOR
Qualifications and Requirements
Bachelor's or Associate's degree in an Engineering discipline such as Computer Science, Electrical Engineering, or Embedded Software Engineering
2year's experience in a systems integration / installation / technical support role
Strong technical aptitude:
hardware, firmware, software, networking
Functional knowledge of Operating Systems (Linux, Android, Windows, SQL Servers)
Basic networking skills (TCP/IP, serial communications, USB)
Experienced with working with APIs in integrations
Software development experience (C++, or Linux applications)
Preferred - working knowledge of SFDC and SAP
POS Integration experience beneficial
Ability to travel up to 50%
**Applicants must be authorized to work for ANY employer in the US.
We are unable to sponsor or take over sponsorship of an employment Visa at this time.*
Personal Attributes
Action Oriented:
You display a sense of urgency and are known for being a timely decision maker
Analytical Thinker:
You need to have insight and enjoy solving problems
Creative:
You are innovative and resourceful
Customer Service Oriented:
You possess a drive to serve your "customers" and focus on responding promptly to project team needs
Decision-Making Skills:
You have a reputation for making quality decisions and stickling to them
Facilitator:
You are good at negotiating win-win solutions
Flexible:
You are comfortable wearing many hats and able to shift priorities as needed
Comfortable with Innovation:
You have passion for continuous improvement and are always seeking a better way to do things
Good Listener:
You allow others to express themselves and try to understand others before expressing self
Organized:
You assemble all necessary materials and information before starting a task
Presentation Skills:
You are confident when speaking to groups and presenting information
Team Player:
You are approachable, and willing to follow or lead based on the team's need
Quality Written Communication:
Your writing is concise and descriptive, and you believe it is necessary to "overcommunicate" project/updates
WHAT WE ARE OFFERING
Flexible work environments
Defined career growth plans with opportunities to go outside of your "comfort zone"
Team building activities that support innovation
Generous paid time off plus sick and Holiday pay
Medical, dental & vision insurance plans
401K with company contribution
Flexible spending accounts
Life insurance and disability benefits
Discounts for childcare
Tuition assistance
Community involvement and volunteering events
Opportunities to travel and work at global sites
Sound interesting?
Come see why we are OneCPI
CPI is a part of Crane NXT
Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers.
The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies.
Crane NXT has approximately 4000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta.
_Crane Payment Innovations is committed to hiring a diverse workforce.
Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
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