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The Kiosk Field Service Rep provides technical services for vending and engraving platforms, merchandising services and on-site customer support at customer locations to ensure that prescribed scheduled and unscheduled service programs and customer relationships are effectively maintained at or above customer expectations.
Responsibilities1. Technical Services for Vending and Engraving platforms Perform scheduled service visits on a pre-determined call cycle for all kiosk platforms at customer accounts. Scheduled services may include: Interior and exterior cleaning of kiosk, replenishment and management of kiosk or display inventory, testing of kiosk functionality and collecting, securing, accounting for, and depositing funds according to prescribed procedures.Perform troubleshooting and repair work as part of unscheduled service visits on an as-needed basis for all kiosk platforms and customer accounts. Troubleshooting and repair work may include: General kiosk functionality checks, basic electrical troubleshooting, mechanical and electro-mechanical component replacement (up to 50lbs.) and technical software troubleshooting and repair.Installation and relocation of kiosk platforms within customer store locations.Complete and transmit kiosk related data via personal computer or MC-75. 2. Merchandising and Customer Support Travels to and among customer store locations as required according to service schedule and as necessary to resolve issues.Maintains kiosk platforms and customer stores by ensuring displays are set to plan-o-grams, assessing inventory levels, placing customer orders, down-stocking product, removing defective product, placing POP material, and repairing displays and equipment.Establishes and maintains effective professional relationships with store personnel, including regular contact with store management.Conducts product training for store personnel as required.Improve and grow sales, secure additional store retail space and through cross-merchandising, end cap placement, etc.Attends promotional days and grand openings to help educate customers and employees on Hillman product lines. 3. Store Display Resets Performs physical work necessary to tear down and/or assemble store displays, including racks and other prescribed display items according to the plan-o-grams.May provide direction and supervision to temporary or support personnel assigned to assist with the reset.Works the schedule required, which can include time beyond a normal work schedule or on a different schedule as required by the customer and/or reset schedule. 4. Conducts Store Surveys Completes customer service sheets on MC-75.Completes other surveys as directed on MC-75.May include: Store scoping for kiosk placement, special projects and questionnaires.Takes photos of kiosks and displays. 5. Follows company policies and procedures to accomplish the following: Maintain and timely submission of required records and receipts.Follow prescribed time reporting procedures and submits time worked accurately and promptly.Communications regularly with supervision to ensure feedback of customer related information.Maintains current knowledge of company products field operations, and customer account specifications.
QualificationsTwo years field service experience preferred, ideally in a large-scale retail environment.Merchandising experiences a plus.Intermediate knowledge of Word, Excel, and Windows.Kiosk field service or repair experience preferred.Mechanical and electro-mechanical troubleshooting and repair experience preferred. Able to read & execute store plan-o-grams in an efficient manner.Strong organizational, planning, and problem solving skills.Strong interpersonal and communication skills - able to establish and maintain effective working relationships with customers and deal tactfully with the public.Able to regularly travel to and among store locations, with occasional overnight stays as required to effectively service the territory.Maintains valid drivers license and maintains a driver record acceptable under the provisions of Hillmans Vehicle Policy. Education: High school diploma or equivalent, college courses preferred.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.