Field Service Technician

Field Service Technician role at Bell and Howell

Bell and Howell delivers technology‑driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences. Our Automation Services bring a dedicated team of expert mechatronic service engineers covering North America, backed by Integrated 360™ advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance. We provide comprehensive certified support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next‑generation equipment delivering best‑in‑class performance, enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, e‑commerce and manufacturing.

Albuquerque, NM

$23‑$30/hr

The Field Customer Service Engineer serves as the primary customer contact on technical and service‑related problems across a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures using established procedures provided by our highly rated service training department. Responsibilities include field support for electrical/electronics, hardware, software, PCs, and networking, providing technical support to customers on operational or maintenance aspects of system equipment, and determining the most cost‑effective repair/resolution to minimize customer downtime.

NOTE: This is not an Information Technology (IT) position – it requires electrical and mechanical experience.

• Install, troubleshoot and repair a variety of industrial products including printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics and other third‑party accessories.
• Schedule and perform regular predictive/preventative maintenance inspections on equipment.
• Provide support by managing parts inventory, customer service calls and preventative maintenance schedules.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Act as a liaison between the customer and other departments/functions of the company.
• Provide on‑call service up to seven (7) days a week, 24/7, for emergency customer assistance; respond to emergency and non‑scheduled calls within established response time goals.

N/A

• Understanding of computer program functionality and software troubleshooting skills.
• Strong interpersonal/customer relation skills.
• Ability to build and maintain strong customer relationships by understanding operations and communicating proactively.
• Conflict resolution skills, both internal and external.
• Proficiency with hand, power, and testing tools/equipment.
• Logical reasoning and decision‑making with consideration of alternatives.
• Strong analytical, problem‑solving, quantitative, and time management skills.
• Effective oral and written communication.
• Ability to follow verbal and written instructions.
• Teamwork and collaboration.
• Reading and understanding written procedures and diagrams for assembly and test.
• Developing and implementing solutions to assembly problems.
• Reliability and punctuality.

• High School degree or equivalent with 2‑year degree or diploma in electronics/advanced mechanics/software training plus 1+ year related industry/equipment experience, or equivalent combination.
• Strong electronics and mechanical background with knowledge of computer program functionality and software troubleshooting skills.
• Associate degree preferred.

Minimal travel in the United States and Canada for training and other requirements. Local travel time could be greater than 50% for field only.

• Use standard and specialized hand, power, and diagnostic tools and measuring equipment (oscilloscopes, DMM, gauges).
• Lift up to 70 pounds.
• Walk, stand, use hands to feel objects, reach, maintain…