IKE Field Service Specialist
Columbus, Ohio
IKE Smart City connects cities with people through its interactive kiosk platform, IKE, with vivid, life-size touchscreen displays, providing an ever-expanding suite of applications that helps them to explore the very best a city has to offer. Your work in our Company will allow tens of thousands of pedestrians, every day, to discover and navigate cities, including finding food, shopping, events, and social services. It will also allow them to share feedback with cities and stay informed of important events. Visit ikesmartcity.com to learn more.
Job Description
The IKE Field Service Specialist will be responsible for troubleshooting, repairing, and maintaining reliable operation of IKE kiosks across the nation. Duties include monitoring issues across dashboards and slack channels in order to perform and assist with repairs in the field, both independently and with the help of technical support and subcontractors. Working knowledge of digital sign operations and basic control systems is preferred. The ideal candidate is someone who thrives in a fast-paced environment, can successfully juggle multiple complex projects, values collaboration, and has an enthusiastic, can-do attitude.
The IKE Field Service Specialist will work closely with the operations team and contractors to assist with outage repairs. Report problems following established protocol and aid in the completion of corrective action; including but not limited to, managing support and repair tickets, assessing inventory, upgrading computers, replacing LCM displays and touch screens, and documenting procedures for training purposes.
Main Tasks & Responsibilities:
● Familiarize yourself with IKE hardware, software, networking, and common problems in order to diagnose and correct issues.
● Perform field repairs and troubleshooting of OBM/IKE equipment across the network, including preventative maintenance, scheduled upgrade projects, and responding to emergency issues as needed.
● Take an active role in monitoring daily kiosk check-ins, assisting technicians with remote troubleshooting and logging problems, and always seeing issues through to resolution or escalating through the proper channels.
● Interact with OBM/IKE technicians and support staff, city employees, contractors, construction managers, and others as needed.
● Ensure company processes are followed by technicians and support staff, and take appropriate action as required.
● Daily briefings with operations managers and field technicians to assess tasks and progress.
● Verify all field staff work assignments are properly allocated and provide all personnel with the proper parts and tools to complete assigned tasks.
Environmental Conditions and Physical Demands:
● Must be willing to travel out of state, sometimes on short notice.
● Hybrid position including both fieldwork and administrative tasks, such as monitoring dashboards and ticketing issues, responding to daily messages, and attending meetings as necessary.
● Some warehouse and administrative operations experience is preferred.
● This job involves some manual labor, including driving, lifting, carrying, standing/walking for extended periods, and operating manual and/or mechanical/electronic equipment.
Knowledge, Skill, and Education Requirements:
● Knowledge of electronics is mandatory. We are looking for someone who has worked with equipment controlled by software. The ideal candidate will have experience using devices to test and adjust hardware and software accordingly. Competent in basic electrical work such as measuring voltage, changing fuses, troubleshooting connections and components, and reading specs is a must.
● Able to properly analyze data coming in from first-hand field inspections and testing, as well as reports from technicians, public feedback, and computer data collected.
● Familiarity with a digital multimeter (DMM)
● Understanding of digital LCD screens is a plus.
● Software or computer networking experience is a plus.
● Knowledge of computer hardware is preferred.
● Familiarity with basic hand tools and power tools (screwdrivers, sockets, allen wrench, drill/driver, etc)
● Ability to read and understand technical manuals and schematics.
● Ability to work alone, being consistent and detail-oriented.
● Ability to interact with the general public.
● Ability to communicate verbally and in writing with internal and external partners.
● Willingness to learn and ability to retain information.
● Strong attention to detail.
● Good organizational skills.
● Can be counted upon to follow a schedule and a process.
● Valid driver's license.
● Ability to lift 50+ lbs.
● High school diploma or GED required, bachelor's or equivalent preferred.