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. 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 at Zebra. What 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 Skills And Competencies Must have reliable transportation with capability to carry spare parts inventory. Must be able to work at height, from ladders up to 10 feet, and must be capable of operating and working from scissor or boom lift at height up to 60 feet. Lift certification preferred. Must be physically able to climb, bend, kneel, and lift and carry up to 50 lbs. Must have good working knowledge of MS office. Strong organizational, time management and communication skills Driving records must be maintained that meets with Zebra’s internal policies Has or is willing to complete Weights & Measures certification Has or is willing to complete NET + certification Client locations will be Tennessee, parts of Kentucky, as well as Northern part of Alabama and Mississippi. Looking for home base to be Nashville, Tennessee. Equal Opportunity Employer Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at View email address on click.appcast.io. Know Your Rights Conozca Sus Derechos We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at View email address on click.appcast.io . Incentive Compensation In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 3% of base pay, in accordance with the terms of the applicable incentive plan. Zebra Total Rewards Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work. Salary offered will vary depending on your location, job-related skills, knowledge, and experience. Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards. Benefits We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work. We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success. AI Technology Statement Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy. #J-18808-Ljbffr