POS Field Technician - Richmond, VA - PAR Technology : Job Details

PAR is seeking a POS Field Technician (AKA Customer Experience Technician) based in Richmond, Virginia to join our growing team! In this role, you'll be the face of our company, providing top-notch service to our restaurant customers by addressing their hardware, software, and network issues directly at their locations. Your goal is not just to fix problems but to deliver a WOW customer experience through exceptional service and communication.

You'll handle tasks such as troubleshooting technical issues, replacing hardware, performing preventative maintenance, and educating customers on PAR products. This role is ideal for someone passionate about technology, customer service, and building long-term client relationships.

Why Join Us? As a Customer Experience Technician, you'll be the trusted problem-solver and go-to resource for our customers, ensuring they feel confident in choosing PAR as their partner. This role offers a mix of technical challenges, customer interaction, and opportunities to grow your expertise in restaurant technology. If you're ready to make a difference and thrive in a fast-paced, customer-focused environment, we'd love to have you on our team!

Location: Richmond, Virginia and surrounding area. Regularly driving to customer sites in the Richmond area, occasionally driving 4+ hours to surrounding territory as needed.

Schedule: Our team is on call 24/7. Most service calls are daytime hours 6am-10pm, but need to be available all hours.

Pay rate: The hourly rate for this position is $26 - $28 USD per hour commensurate with work location, experience, skills, certifications, education, and prior accomplishments. GARAUNTEED 40 HOURS OF PAY PER WEEK

* Vehicle and parts storage unit provided by PAR.

What We're Looking For:

* Customer-Centric Focus: You're passionate about customer service and delivering memorable experiences.

* Critical Thinker: You're resourceful, independent, and able to make quick decisions on the spot.

* Technical Know-How:

* 2+ years of Field Service experience diagnosing and resolving issues with microprocessor-based equipment

* Experience Installing/Replacing/Troubleshooting POS Terminals, Computers, LCD monitors, Cameras, and associated hardware

* DOS commands for software reimages, and BIOS configurations.

* Understanding of AC power systems and proper grounding practices.

* Experience Installing, Replacing, Repairing and Terminating CAT5/5e/6 Network cabling

* Hands-On Skills: Comfortable with physical tasks like lifting up to 50 lbs., climbing ladders, and minor construction work.

* Communication Skills: You excel at building relationships with customers, explaining technical concepts clearly, and working collaboratively with internal teams.

* Flexibility: Willingness to travel outside your coverage area, with potential overnight stays, and work after hours or weekends when necessary.

* Organizational Skills: Experience with inventory management and maintaining accurate records

* Additional Requirements:

* Associate degree or equivalent experience.

* Valid driver's license with a clean driving record.

* Ability to differentiate colors for cabling and troubleshooting purposes.

What You'll Do:

* Act as the primary onsite technician, representing PAR's commitment to excellent service.

* Respond to service requests promptly, adhering to Service Level Agreements (SLAs).

* Diagnose and repair hardware, software, and network issues at customer sites.

* Perform hardware, software, and network installations, including cabling and terminations.

* Educate and train customers on PAR product operations, programming, and preventative maintenance best practices.

* Handle on-call emergency service requests, including after-hours and weekend support as needed.

* Manage and maintain company inventory, including parts and a company vehicle.

* Assist customers with troubleshooting via phone and in person.

* Work with internal PAR teams to resolve customer concerns effectively.

* Perform light construction tasks, such as drilling and mounting brackets.

Interview Process:

Interview #1: Phone Screen with Talent Acquisition Team

Interview #2: Video Interview with the Hiring Manager (via MS Teams)

Interview #3: Video Technical interview with the Team (via MS Teams). This will be a live Technical Assessment with questions related to the above required skills/knowledge of servicing POS hardware.