Associate Service Operations Security Technician

Provides on-site maintenance and repair services for DN customers. Performs services on assigned products including safes / chests, vaults, safe deposit boxes, after-hours depository, mechanical and electronic locks, general locksmithing, vacuum air tubes - including under-counter teller equipment - and security vestibules. Responds to service calls in an accurate and timely manner.

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Responsibilities

• Addresses issues and provides maintenance services according to set schedules and in line with company policy and manufacturer specifications.
• Assists with and / or performs basic level services on assigned products, including: Cleaning, drilling and lock replacement for safe deposit boxes and under counter teller equipment.
• Maintaining bolt work and time locks on safes, chests and vaults.
• Maintaining ATM Cencon locks and mechanical and electrical combination locks.
• Providing key duplication and lock core replacement.
• Maintaining after-hour depositories, VAT units, drive-up windows, drawers and sliding windows.
• Prioritizes service calls based on Service Level Agreements and management direction.
• Reports equipment discrepancies and chronic issues, escalating to proper support team for resolution.
• Contacts customers as required to set appointments, update on progress or ensure satisfaction with service delivery / issue resolution.
• Maintains safety awareness and follows safe behaviors at all times.
• Maintains a positive attitude to increase customer satisfaction.

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Required Qualifications

• Education or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Operations Security.
• Good business English skills (Written and spoken).
• Driver's license and driving record that satisfies DN's fleet requirements.
• PC literacy and good knowledge and application of the relevant tools and methods.
• Product knowledge of relevant industry and basic ITIL skills preferred.
• Ability to attend training classes in Canton, Ohio for 1-2 weeks, paid training, multiple trainings.
• Ability to lift and move heavy loads, stand most of the day, climb, bend and stoop while working on equipment.
• Acceptance of exposure to the outside elements.
• Shift adaptability, which would include an on-call rotation for evenings and weekends.
• Exceptional customer service skills are needed.
• Ability to organize and inventory truck stock parts and tools.
• Sense of urgency, organizational skills, professional presence and work in team environment.
• Ability to pass MVR, background and drug test where required.

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Preferred Qualifications

• Firstline Service Technician work experience preferred. 
• Vocational/Trade School preferred