Field Service Technician II

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day t We're Looking For:

This role provides onsite repair services of Zebra devices / solutions, according to service contract requirements.

Essential Duties and Responsibilities 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...)

Job Requirements

Education:

High school or equivalent;
Associates degree or certification strongly preferred

Work Experience:

1+ years

Key…