The Customer Experience Technician serves as a key point of contact for customers, delivering reliable on-site support for hardware, software, and network systems. This role focuses on ensuring seamless operation of point-of-sale (POS), digital ordering, loyalty, and back-office systems through proactive maintenance, accurate diagnostics, and effective resolutions.
Key Responsibilities
- Deliver consistent, high-quality service by diagnosing and repairing hardware, software, and network issues at customer locations
- Respond to service requests in line with established response timelines and performance standards
- Install and configure POS systems, drive-thru solutions, and network infrastructure
- Provide in-person and remote training to customer staff on system operations, programming, and best practices for ongoing maintenance
- Perform emergency on-call support when necessary, including after-hours and weekend availability
- Manage inventory of repair parts and maintain company vehicle in accordance with operational guidelines
- Collaborate with internal teams to escalate and resolve complex technical concerns efficiently
- Conduct minor physical tasks such as drilling, mounting hardware, and running network cabling
Qualifications
Candidates must demonstrate strong problem-solving skills and a commitment to customer service excellence. Required abilities include proficiency with DOS commands, PC BIOS settings, AC power fundamentals, and network cabling standards. The role requires physical capability to lift 50 pounds, work from ladders, and distinguish color-coded wiring. A clean driver’s license is mandatory.
Preferred applicants will have at least two years of experience troubleshooting microprocessor-based systems, along with familiarity in inventory management. An associate degree or equivalent field experience is advantageous. Self-direction and the ability to work independently with minimal supervision are essential.
