Provides onsite repair services of Zebra devices / solutions, according to service contract requirements.
Consistently demonstrates positive customer interaction skills, responsiveness and actively listening.
Evaluates and validates customer service request information, repair history, and contract entitlements. Performs basic tasks associated with diagnosing and servicing Zebra devices or solutions – on an expanding subset of products or applications. This includes receiving/shipping parts or devices, reviewing customer service requests, basic troubleshooting, telephone diagnostic activities, physical / mechanical repairs, inspection, retrofits, firmware and software updates, , cleaning, testing and return to service, verifying operation of the device / solution in the customers environment. Keeps the customer and other stakeholders informed of status of service / repairs. . Leverages experience and knowledge to accelerate troubleshooting and root cause identification. Learns and begins to apply basic product design principles (i.e. torque, tension, heat transfer, power, wireless, etc...) in troubleshooting, diagnosis and action plans. May provide basic operational/maintenance instruction to customer personnel.
Understands and manages against customer SLA’s for all service calls including response time and service delivery requirements. Develops and demonstrates knowledge of contract entitlements for key accounts in assigned territories
Participates in after-hours / standby coverage rotation as assigned
Manages parts inventory proactively to ensure availability to meet all SLA requirements.
Records work performed in the form of symptom codes and parts replacement reasons, using Zebra systems as required. Maintains logs on repair activities. Submits reports on service activity as required by management. Requests reports to be run and analyze data related to operational status (i.e. WIP status, hold reports, etc…). Develops the ability to see larger scale trends in terms of product failure modes and repeat repairs (i.e. customer application, design, parts, etc...) Records hours worked onsite and travel time / mileage per company policy.
Meets internal standards and applicable government or industry regulations for productivity, quality, and safety / compliance
Practices 6s for the Field and other continuous improvement tools. Regularly contributes ideas and supports the implementation of continuous improvement action items.
Demonstrates consistent, compliant use of internal systems.
Develops an understanding of the cost components of the operation (i.e. materials, labor, supplies, etc...)
Learns and demonstrates the ability to create work instructions, check sheets, or other process documentation.
May attend meetings or have interactions with the tech support, quality, engineering, or other groups to explain typical product failure modes.
Demonstrates basic calibration and maintenance tasks of the tools/equipment used in the operation. Keeps tools and testing equipment in good working order.
Develops and demonstrates expertise in repair tasks that require advanced skills (i.e. advanced soldering, board reflow, special downloading, etc...)
High School or equivalent
Associates degree or certification strongly preferred
Preferred Work Experience (years): None
Key Skills and Competencies
Must have reliable transportation with capability to carry spare parts inventory.
Must be able to work at height, from ladders up to 10 feet, and must be capable of operating and working from scissor or boom lift at height up to 60 feet. Lift certification preferred.
Must be physically able to climb, bend, kneel, and lift and carry up to 50 lbs.
Must have good working knowledge of MS office.
Strong organizational, time management and communication skills
Driving records must be maintained that meets with Zebra’s internal policies
Has or is willing to complete Weights & Measures certification
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Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at 847.793.6772.
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