Mechanical Service Technician/Technical Support

Job Description

Job Description

About KioCafe KioCafe is a growing technology company specializing in innovative hardware and software solutions for cafés, coffee shops, vending operations, and other unattended payment environments. We provide turnkey payment and self-service solutions designed to simplify operations, improve customer experiences, and enable secure, convenient transactions. Our solutions combine advanced payment technology, reliable hardware, flexible software, and integrated networking systems to support businesses across North America and international markets. With operations in the United States, Canada, China, and Korea, KioCafe delivers scalable technology solutions tailored to the evolving needs of the unattended retail and payment industries.

Position Summary KioCafe is seeking a motivated and customer-focused Mechanical Service Technician/Technical Support to join our growing team. This position is responsible for installing, configuring, troubleshooting, and supporting KioCafe's self-service payment systems, kiosks, and related hardware/software solutions at customer locations throughout the United States. When not traveling, the technician will provide remote and in-office technical support to customers and internal teams. The ideal candidate enjoys hands-on technical work, solving customer issues, traveling to customer sites, and working with hardware, networking, and software systems.

Key Responsibilities Field Installation & Support

• Travel to customer locations to install, configure, and deploy KioCafe payment and self-service solutions.
• Perform pre-installation preparation, including equipment staging, configuration, testing, and validation.
• Install and troubleshoot hardware components, payment devices, kiosks, networking equipment, and peripheral devices.
• Conduct onsite system testing and verify proper operation before project completion.
• Train customers on equipment operation and basic troubleshooting procedures.
• Follow KioCafe installation standards, deployment procedures, and project documentation requirements.
• Diagnose and resolve technical issues efficiently while maintaining a professional customer experience.
• Ensure compliance with safety standards and customer site requirements.

Technical Support

• Provide Tier 1 and Tier 2 technical support via phone, email, remote access tools, and ticketing systems.
• Troubleshoot hardware, software, network, and payment-related issues.
• Document troubleshooting steps, resolutions, and customer interactions accurately.
• Escalate complex technical issues when necessary and coordinate with engineering or product teams.
• Assist with new product rollouts, pilot programs, and technical evaluations.
• Support continuous improvement initiatives by identifying recurring issues and recommending solutions.
• Maintain a high level of customer satisfaction through professional communication and timely issue resolution.

Qualification

• Minimum 2 years of technical support, field service, installation.
• Experience interacting directly with customers in a technical support or service environment.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Valid driver's license and ability to travel throughout the United States.
• Ability and willingness to travel approximately 70-90% of the time.
• Experience supporting POS systems, kiosks, payment terminals, or self-service technologies.
• Field service or installation experience in retail, vending, coffee, hospitality, or payment technology industries.

Physical Requirements

• Ability to lift and move equipment weighing up to 50 lbs.
• Ability to stand, bend, kneel, and work at customer sites for extended periods.
• Ability to safely use hand tools and basic installation equipment.
• Ability to travel by car and air as required.

Key Performance Indicators (KPIs) Success in this role will be measured by:

• Successful project installations completed on schedule and within scope.
• First-time fix rate and reduction of repeat service visits.
• Customer satisfaction and service quality.
• Timely completion of installation reports and support documentation.
• Technical support response and resolution times.
• Compliance with company policies, procedures, and safety standards.

Please Note:

We are an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.