Kiosk Field Support Technician

Kiosk Field Support Technician (Full Time)

Remote- but willing to travel to customers anywhere in N. America 70% of time . Can be located anywhere in Midwest or Southeast or North East) within a commutable distance to an airport (40-60 mins or less)

About Tillster
Tillster, headquartered in the USA, is the global leader in digital ordering and customer engagement solutions. For over a decade we have developed revolutionary self-service, ordering and payments solutions – for mobile, tablet, online, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions.

Our mission and passion are one in the same: Empower restaurants and consumers to engage and transact anywhere, anytime, and from any device - one consumer at a time, one order at a time, billions of times over. In doing so, together we are transforming e-commerce in restaurants and make the till grow for Tillster and our customers.

About the Role

The Field Service Technician is a “delivery hero” who work in the fields, traveling to customer locations (NY, PA, FL, NJ, NH, GA) to provide service, maintenance, and installation. They use their technical and relationship skills and Tillster product know now to troubleshoot issues when they arise, to keep customer equipment functioning properly, train where needed, support both rollout and get-well programs, and other internal and customer facing tasks as requested. A Field Service Technician not only ensures the equipment is installed and working properly, but also manages customer relationships to boost customer retention and satisfaction, which ultimately boosts the company’s profitability.

What You'll Do

A successful Field Service Technician candidate can adapt to a variety of work environments and quickly solve problems. Their main responsibility is to provide excellent customer service while maintaining equipment, with specific Field Service Technician job duties including:

• Installing or upgrading equipment maintained by the company in various field locations
• Configuring hardware and software components after installation
• Performing routine maintenance on technology equipment
• Testing equipment to troubleshoot the issues
• Documenting installation and repairs
• Maintaining all tools and equipment used during service calls
• Teaching customers how to use the equipment properly
• Managing the stock of replacement parts and equipment
• Perform and complete kiosk installation, preventative maintenance and independently troubleshoot and repair kiosks onsite
• Extensive travel to the restaurants that use our Kiosks

About You

Field Service Technicians need various prerequisite skills and qualifications to fill the position, including:

• Technology expertise (hardware and software) and knowledge
• Team player invested in Tillster success
• Strong customer service skills
• Degree preferred
• 3+ years of experience in a customer-facing position
• 3+ years of troubleshooting experience with tech support
• 1-2+ years’ experience working with kiosks
• Possess basic networking knowledge (TCP/IP) including configuring IP addresses, troubleshooting connectivity issues, and configuring WiFi devices (routers/switches) etc.
• Written and verbal communication skills to understand issues customers have and to explain technical information to customers in clear terms
• Problem-solving skills to diagnose problems with malfunctioning equipment
• Time-management skills to handle appointments efficiently and stay on schedule
• Attention to detail to spot issues and complete accurate reports about the repairs
• Organizational skills to keep tools and paperwork organized while in the field
• Computer and technical skills to understand the equipment fully

The Interview Process

• Recruiter interview with a Talent Acquisition Specialist
• Interview with Kiosk team
• Final interview with our Head of Kiosk

Making a Difference in the Tillster Way

Our business and product mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.

Pay and Benefits (USA)

• Expected base salary ranges $50,000 - $65,000. Total starting compensation will be determined based on all lawful criteria, Company policy and best practices.
• Equity: All employees within the U.S. are eligible to participate in the Stock Option Plan.
• Health Benefits: All full-time, regular employees and their dependents are eligible for medical, dental, vision and FSA benefits. Additional health benefits include Healthcare and Dependent Care reimbursement programs, Employee Assistance Program (“EAP”) and Optum Care 24-hour confidential medical counseling services.
• Holidays: The company observes ten (10) paid holidays per calendar year.
• Paid Time Off (PTO): Full-time, regular employees earn 15 days of PTO in the first 12-months of continuous service, and 22 days in subsequent years. Eligible part-time employees earn pro-rated PTO.
• Retirement: Effective with your employment start date, you will be eligible to participate in the 401(k) Plan.
• Education, Learning & Development: We offer college tuition and education assistance programs; Udemy Learning courses; and ongoing learning and development opportunities.

Local Candidates Strongly Preferred

No Visa Sponsorship

Principals only – no Agencies or calls please

About Tillster...

Tillster is the global leader in digital ordering and customer engagement solutions. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions. You will be part of a technology playground offering a fun, collaborative environment where ownership, problem solving, and teamwork are rewarded.

Follow us on:

Tillster.com: https://www.tillster.com/
LinkedIn: https://www.linkedin.com/company/tillster/
Twitter: @TillsterInc, https://twitter.com/TillsterInc
Facebook: https://www.facebook.com/tillsterinc

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