Boink Systems Client Support Services (CSS) Field Technician Job Description
Job Title: Boink Client Support Services Team Leader
Description: To ensure just-in-time resolution to any site-specific kiosk repairs. Since this is the only job that works directly with the customer, you must be the eyes and ears for the company that relays ideas and suggestions for improvement to the proper people in order to grow and improve the company. To exceed clients expectations when it comes to service and professionalism. To conduct preventative maintenance and train client staff in order to minimize the need for repairs. To consistently build and develop boink/client relationships.
Appearance: To the customer, you are the sole representative of BSI. Your dress and grooming is a direct reflection of the feeling of professionalism they have for the company. To maintain that professionalism, BSI requires: - Any facial hair must be neatly trimmed at all times or cleanly shaven. - Hair must be neatly combed and trimmed - Any time that you are at a site or any place that you may see a client or potential client, you must wear a boink shirt with docker-type pants (any color) and brown or black shoes. (if additional shirts are needed, they may be purchased for $15 each) - Clothes should be clean and in good repair.
Daily Duties: - Whenever contacted by support or local site(s) resolve any and all failures by: . Remotely resolving thru PC-Anywhere (if applicable) . Talking to local site staff and walking them thru fix . Immediately traveling to any local site to fix all errors that require physical presence If you cannot resolve the issue yourself: . Contacting support or programming personnel via Yahoo (or by cell phone) . Contacting Support Administration if emergency - Keep track of all resolved errors or support calls by properly creating a ticket at www.goboink.net o Use a short, yet descriptive explanation of the issue o Issue resolution should take priority over creating a ticket for the issue, however after the resolution; you must record the ticket even if completely resolved for tracking and quality assurance purposes. o Support Team Lead must be notified if an issue cannot be resolved by end of day for each day the ticket is open. o Client Management at the site must be notified of progress prior to the end of the day if the issue cannot be resolved that day.
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Boink Systems Client Support Services (CSS) Field Technician Job Description
o Client Management must be notified when the issue is resolved and this must be noted as follow-up prior to closing the ticket. - All of your clients must have your cell phone number and be able to call you in an emergency (consider additional client training to reduce call frequency). - Ensure the greeting on your voice mail is professional and friendly and indicates your position in the company. o For example “Thank you for calling (your name) with Boink Systems Client Support, I am unable to answer your call at this time, but please record your name, title, site location, phone number and a brief message after the tone, and I will return your call as soon as I am available.” - Technician must be available by cell phone at all times (7 days a week/ 24 hours a day, 360 days a year), in case of emergency. o If there is ever a situation when a technician may not be available, another technician may cover your calls with Team Leader approval. - Call Team Leader on a daily basis at time designated to report “green light” or any issues.
Weekly Duties: - Every Friday afternoon send Team Lead a CSS Weekly Communicator summarizing this week, next week and pending tasks. Also including PM completion. - Create a schedule in order to complete Preventative Maintenance on all kiosks at each local site. - Make sure each item in the Kiosk Weekly PM Checklist (for kiosk and Z) is checked and serviced - Contact Manager of each site on a weekly basis.
Monthly Duties: - On the 25th of each month submit the following forms to the Administrative Assistant: o Hourly Payroll Log with hours and explanations (for Part-Time only) o Expense Report for anything purchased for the company (receipts must also be submitted)
As Needed: - After receiving any requested parts, replace and test all newly installed items. - Send items needing repair to the Miami Office, via ground, to the parts manager and complete a Shipment Notification form and send to [email protected]
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3 3 3 3 N O R T H W E S T 2 1 S T S T R E E T • M I A M I • F L O R I D A • 3 3 1 4 2 W W W . B O I N K . C O M • P H O N E : ( 8 0 0 ) G O - B O I N K • F A X : ( 3 0 5 ) 4 6 8 - 6 2 4 4
Boink Systems Client Support Services (CSS) Field Technician Job Description
- Always ship parts by the most inexpensive method (ground). However, if shipping affects sites ability to function, contact team lead to approve a faster method of shipping. - For any inventory kept at the site, complete an Inventory Assignment Sheet and send to [email protected] Any time that you have a change to this inventory, update the form and send to [email protected] - Email Customer Change Request for all client requested system improvements to Team Lead (also call if high priority). - Conduct training of local site’s managers and employees for each new installation in your area and as needed (indicated by recurring basic calls) - Perform all site specific scheduled test(s) or install(s) - Continually look for ways to improve kiosk efficiency and give feedback to Team Lead and to site. - Help with new installations as requested. - Conduct customer usage surveys and enhancement studies periodically - Inform team lead of abuse of site - Continually find new ways to improve company relationships with all sites.
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3 3 3 3 N O R T H W E S T 2 1 S T S T R E E T • M I A M I • F L O R I D A • 3 3 1 4 2 W W W . B O I N K . C O M • P H O N E : ( 8 0 0 ) G O - B O I N K • F A X : ( 3 0 5 ) 4 6 8 - 6 2 4 4