Bell and Howell
Field Service Technician
About 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 our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch™ and 24/7/365 technical assistance for our 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 – all backed by the best service in the industry.
Summary The Field Customer Service Engineer serves as the primary customer contact for technical and service‑related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures using established procedures. Responsibilities may include electrical/electronics, hardware, software, PC’s, and networking. Provides technical support to customers on operational or maintenance aspects of system equipment and determines the most cost‑effective repair/resolution to minimize customer downtime.
NOTE: THIS IS NOT AN INFORMATION TECHNOLOGY (IT) POSITION – requires electrical and mechanical experience
Duties and Responsibilities
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 applicable third‑party accessories.
Schedule and perform regular predictive/preventive maintenance inspections.
Manage parts inventory, customer service calls and preventative maintenance schedules.
Foster positive customer relations and maintain high customer satisfaction through effective communication.
Act as a liaison between the customer and other company departments/functions.
Provide on‑call service up to seven (7) day/week, twenty‑four (24) hour/day for emergency assistance; respond to emergency and non‑scheduled calls within established response time goals.
Supervisory Responsibilities N/A
Competencies
Understanding of computer program functionality and software troubleshooting skills.
Strong interpersonal and customer‑relation skills.
Ability to build and maintain strong customer relationships with proactive communication.
Ability to resolve conflict internally and externally.
Proficiency with hand, power and testing tools/equipment.
Logical reasoning and sound decision-making, considering diverse perspectives.
Strong analytical, problem‑solving, quantitative and time‑management skills.
Effective oral and written communication skills.
Ability to understand, remember and follow instructions.
Team player.
Ability to read and understand written procedures and diagrams for assembly and test.
Develop and implement solutions to assembly problems.
Maintain regular attendance and punctuality.
Education and Experience
High School degree or equivalent with 2‑year degree or diploma in electronics/advanced mechanics/software training with 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.
Travel This position requires minimal travel in the United States and Canada for training and other requirements. For field work only, local travel time could be greater than 50%.
Physical Requirements
Use standard and specialized hand, power and diagnostic tools and measuring equipment such as oscilloscopes, DMM, gauges, etc.
Lift up to 70 pounds.
Walk, stand, use hands to feel objects, reach; requires balance.
Bend, stoop, kneel, crouch and/or crawl for periods of time.
Work in a loud environment.
Work in small, cramped areas.
Work in elevated environment up to 20 feet.
Operate in controlled office, retail, and manufacturing environments with acceptable noise levels; paper dust and solvents may be present; machines contain moving parts.
Other Duties This job description is not designed to cover or contain a comprehensive listing of all duties. Duties, responsibilities and activities may change at any time with or without notice.
Equal Employment Opportunity Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed servicemember status, marital status or any other characteristic protected by federal, state or local law.
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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 – all backed by the best service in the industry.
Summary The Field Customer Service Engineer serves as the primary customer contact for technical and service‑related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures using established procedures. Responsibilities may include electrical/electronics, hardware, software, PC’s, and networking. Provides technical support to customers on operational or maintenance aspects of system equipment and determines the most cost‑effective repair/resolution to minimize customer downtime.
NOTE: THIS IS NOT AN INFORMATION TECHNOLOGY (IT) POSITION – requires electrical and mechanical experience
Duties and Responsibilities
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 applicable third‑party accessories.
Schedule and perform regular predictive/preventive maintenance inspections.
Manage parts inventory, customer service calls and preventative maintenance schedules.
Foster positive customer relations and maintain high customer satisfaction through effective communication.
Act as a liaison between the customer and other company departments/functions.
Provide on‑call service up to seven (7) day/week, twenty‑four (24) hour/day for emergency assistance; respond to emergency and non‑scheduled calls within established response time goals.
Supervisory Responsibilities N/A
Competencies
Understanding of computer program functionality and software troubleshooting skills.
Strong interpersonal and customer‑relation skills.
Ability to build and maintain strong customer relationships with proactive communication.
Ability to resolve conflict internally and externally.
Proficiency with hand, power and testing tools/equipment.
Logical reasoning and sound decision-making, considering diverse perspectives.
Strong analytical, problem‑solving, quantitative and time‑management skills.
Effective oral and written communication skills.
Ability to understand, remember and follow instructions.
Team player.
Ability to read and understand written procedures and diagrams for assembly and test.
Develop and implement solutions to assembly problems.
Maintain regular attendance and punctuality.
Education and Experience
High School degree or equivalent with 2‑year degree or diploma in electronics/advanced mechanics/software training with 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.
Travel This position requires minimal travel in the United States and Canada for training and other requirements. For field work only, local travel time could be greater than 50%.
Physical Requirements
Use standard and specialized hand, power and diagnostic tools and measuring equipment such as oscilloscopes, DMM, gauges, etc.
Lift up to 70 pounds.
Walk, stand, use hands to feel objects, reach; requires balance.
Bend, stoop, kneel, crouch and/or crawl for periods of time.
Work in a loud environment.
Work in small, cramped areas.
Work in elevated environment up to 20 feet.
Operate in controlled office, retail, and manufacturing environments with acceptable noise levels; paper dust and solvents may be present; machines contain moving parts.
Other Duties This job description is not designed to cover or contain a comprehensive listing of all duties. Duties, responsibilities and activities may change at any time with or without notice.
Equal Employment Opportunity Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed servicemember status, marital status or any other characteristic protected by federal, state or local law.
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