Coinstar Technical Services Engineer in Bellevue, Washington
At Coinstar, we love our customers, and we’re passionate about providing a convenient, reliable, and accurate way for them to turn their loose change into cash, NO FEE eGift Cards, or charitable donations—instantly. We strive to provide a consistent, positive, and exceptional customer experience.
Over the past 25 years, Coinstar has turned that passion into the 20,000 familiar kiosks you see in grocery stores and other locations across the U.S., Canada, Germany, the UK, and Ireland. We process about $3 billion worth of coins a year! As Coinstar continues to grow, offering exciting new services and expanding to new locations worldwide, our need to find extraordinary employees who share our vision grows as well.
If you love working with customers, enjoy flexibility and independence, are results-driven, and prefer working with your hands over being confined to a desk, then our Technical Services Engineer is the right role for you. As the face of Coinstar, you’ll have the opportunity to take on a variety of challenging and rewarding projects in a supportive, collaborative work environment.
Provide ongoing system analysis and technical resolution, for all hardware, software and general kiosk related issues. Serve as point of contact for any kiosk related issues that cannot be resolved in the field, by field personnel. Support of these complex technical issues requires an in-depth knowledge of kiosk operation, software and/or hardware functionality, LAN/WAN/Wireless Networking, kiosk configuration as well as backend system/transaction processing.
-Resolve software, hardware, or configuration issues relating to Coinstar kiosks.
-Triage issues in real time via phone or email and communicate back possible solutions via e-mail, phone or discussion boards.
-Monitor, analyze, and track kiosk performance for developing error trends and initiating both short term and long term solutions or engage with additional engineering resources to help address situation.
-Research, test, document, deploy and monitor corrective procedures related to Coinstar products and offerings.
-Design, implement, monitor, analyze and report results of field tests on hardware and software issues involving current field failure trends, new hardware, and software releases.
-Maintain communication with software/hardware engineering groups, customer support center, as well as manufacturing and deliver to them field requirements regarding kiosk maintenance, customer interface, field modifications, and product improvement and development.
-Monitor and provide feedback on the technical performance of Field Operations to Coinstar management. This could include: Field Technician performance, kiosk performance, and the efficiencies of current processes and practices.
-Assist in the production and validation of technical documentation for use by the field, including training materials, installation/upgrade/maintenance checklists, procedures for field modifications, technical manuals, circuit board diagrams, process flowcharts, ""how to"" guides, as well as knowledge base articles related to key/recurring support issues.
-Provide as needed/required, 24x7 support coverage to our field operations group and customer support center. This responsibility, on occasion, requires work hours to shift outside a normal 8 am to 5 pm schedule.
Education & Experience:
-Associates degree in Electronics Technology (or equivalent), BS in Information Systems or Information Technology preferred.
-2+ yrs experience repairing computers and/or electromechanical systems, as a support professional in a helpdesk environment.
-Strong user level experience navigating / utilizing operating systems via a command line.
-Preferred: Direct hands on experience with servicing kiosks with electromechanical components.
-Preferred: Microsoft Certified Information Technology Professional (MCITP) and/or Cisco Certified Network Associate (CCNA).
-Microsoft Certified Technology Specialist (MCTS) and/or CompTIA A+ certification.
Knowledge, Skills & Abilities:
-Functional to expert knowledge of desktop operating systems including Windows - XP / Vista / 7 / 10 and associated hardware / software interactions.
-Proven background leveraging technical troubleshooting skills.
-Significant use and understanding of the Microsoft Office suite including; Word, Excel, Access, Visio, PowerPoint, and Outlook.
-Preferred: Solid understanding of XML and SQL, including familiarity with building complex SQL statements. Using, designing and/or administering a Microsoft SharePoint site also a plus.
-Preferred: Knowledge of cellular (G3/G4) and Wi-Fi networks as well as LAN/WAN based communication protocols (specifically, TCP/IP).
-Comfortable spending long periods of time (up to 8 hours per day) on the phone.
-Flexibility to work extended hours and holidays to meet International support.
-Position requires minimal to no travel.
Sedentary work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically.
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Coinstar, LLC. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/color, religion, age, genetic information, disability, national origin, sex, sexual orientation, gender identity or expression, pregnancy, veteran status or any other basis protected by local, state or federal law.
If you require an accommodation in order to apply for a job, please contact Coinstar Human Resources at 425-943-8000.