Field Service Technician - Concord, Nh

About Redbox

At Redbox, we’re on a mission to serve our customers unparalleled choices in new release movies and entertainment with more ways to watch at affordable prices. We’re growing our nationwide footprint of approximately 35,000 entertainment kiosks, serving 40 million customers, and creating a multi-platform, multi-product entertainment experience. We’re expanding our service business and are looking for Field Service Technicians to service and repair kiosks for Redbox and other big-name lines in the automated retail Kiosk business 

The Role

We’re not just passionate about our products, we LOVE our customers! Providing them with an exceptional experience is something we strive to do every day. If you share our love for customers, enjoy working with your hands to repair machines and equipment and prefer to not be confined to a desk, keep reading!

The ideal candidate is a hands-on problem solver:  maybe you watch YouTube and then fix your own appliances, or you’re the one your family calls when they can’t get their Smart TV to connect to WiFi. You’re the type of person that owns a toolbox with Allen wrenches, tiny screwdrivers and a soldering iron, so you can fix your own stuff.   

If this sounds like you, we think you’ll love being a Field Service Technician. You’ll work independently throughout the day in partnership with your manager, aiding in the technical support of Redbox and other kiosks -- ensuring our customers are taken care of, kiosks are up and running, and company goals are met. At the direction of your supervisor, you will work under shifting priorities for break-fix and projects. No two days are the same!

Key Responsibilities

• Perform and complete kiosk installation, preventative maintenance and independently troubleshoot and repair kiosks onsite
• Drive a company vehicle to install, repair, and maintain all product lines as assigned
• Respond to dispatch calls utilizing a work order system during scheduled shift
• Maintain the exterior of kiosks (cleaning, painting, restoring)
• Manage and maintain a parts inventory, repair tools, and equipment
• Provide quality customer service through regular interaction and communication with co-workers, phone based machine support, external customers and contractors, store owners, and managers/employees
• Secure all company merchandise and ensure kiosks are properly locked
• Properly care for and follow maintenance schedule for all company issued property, including company vehicle, phone, tablet, parts, tools and inventory
• Load and unload product from automobile, residence and warehouse
• Perform administrative tasks with attention to detail including work tasks, parts used, logging activities, miles driven, meal breaks, and time worked
• Provide timely communication to co-workers and leadership team
• Support the Regional Operations Supervisor (ROS) and assist the Merchandising Team with additional duties as assigned and necessitated by evolving scope of business needs

Education & Experience

• High school diploma or GED required
• Some relevant field experience preferred, ideally with:
• Mechanical and/or electrical equipment repair, where you’re troubleshooting, loading and configuring software, replacing hardware parts and handling component/peripheral replacements
• Troubleshooting as part of a remote tech support or help desk team
• 1+ years of experience in a customer-facing position
• 1+ years of troubleshooting experience with remote tech support or help desk

Knowledge, Skills & Abilities

• Possess basic networking knowledge (TCP/IP) including configuring IP addresses, troubleshooting connectivity issues, and configuring WiFi devices (routers/switches)
• Ability to use a wide range of tools (drills, saws, sanders, etc.), multi-meters, cable testers, crimpers, etc.
• Ability to follow written Technical Service Bulletins/Standard Operating Procedures
• Must be able to thrive in a virtual training environment as well as learn hands-on
• Adaptable to ever changing environment and procedures
• Strong analytical, organizational, multi-tasking, and problem solving skills
• Ability to use MS Office, Android phone apps and web-based software applications; high level of proficiency with Windows Operating Systems
• Must be able to effectively communicate and collaborate with others

Other Requirements

• Occasional travel with overnight stays may be necessary
• Must have valid driver’s license & maintain an excellent driving record
• Must successfully complete MVR, drug screen and background check
• Ability to store at least 50 cubic feet of company merchandise within your personal residence
• Must be able to work a rotating schedule to include weekends and holidays, and be flexible with start and end times each day to fit market needs

Physical Requirements 

This role requires the ability to:

• Drive for extended periods
• Lift and carry 50 lbs. frequently throughout the workday
• Bend, kneel, push, pull and stand for hours at a time throughout the workday
• Work in indoor and outdoor environments with varying weather elements, including extreme weather conditions 
• Working in small confined spaces for long amounts of time

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet ongoing needs of the organization.

Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with Disabilities Applicants and employees are protected from discrimination under Federal law.  For more information please see EEO is the Law.