Field Service Technician

About Bell & 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 across North America, backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of 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.

Location:

Birmingham, AL | Hourly Range: $23-30/hr.

The Field Customer Service Engineer serves as primary customer contact on technical and service‑related problems for 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. This role may encompass any aspect of field support, including electrical/electronics, hardware, software, PC’s and networking. Provides technical support to customers on operational or maintenance aspects of system equipment, determining the most cost‑effective repair/resolution to minimize customer downtime.

NOTE: THIS IS NOT AN INFORMATION TECHNOLOGY (IT) POSITION – requires electrical and mechanical experience.

• Primary responsibility: install, troubleshoot and repair a variety of industrial products, including printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card processing systems, robotics, and other third‑party accessories.
• Schedule and perform regular predictive/preventive maintenance inspections on equipment.
• Manage parts inventory, customer service calls and preventative maintenance schedules.
• Foster positive customer relations and high customer satisfaction through effective communication.
• Act as liaison between the customer and other departments/functions of the company.
• Provide on‑call service up to seven (7) days/week, twenty‑four (24) hours/day for emergency customer assistance; respond to emergency and non‑scheduled calls for service within established response time goals.

N/A

• Understanding of computer program functionality and software troubleshooting skills.
• Strong interpersonal and customer‑relation skills.
• Ability to build and maintain strong customer relationships and instill confidence via proactive communication.
• Conflict resolution skills, both internally and externally.
• Proficiency with hand, power, and testing tools/equipment.
• Logical reasoning and sound decision‑making with consideration of diverse perspectives.
• Strong analytical, problem‑solving, quantitative, and time‑management skills.
• Effective oral and written communication.
• Ability to understand, remember, and follow verbal and written instructions.
• Teamwork capability.
• Reading and understanding written procedures and diagrams for assembly and testing.
• Solution development and implementation for assembly problems.
• Regular attendance and punctuality.

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

This position requires minimal travel within the United States and Canada for training and other requirements. Local field travel may exceed 50% of the time.

• Use of standard and specialized hand, power and diagnostic tools, measuring equipment (e.g.,…