James Buck
Fletcher,OH
Summary
Results-driven Field Service Technician with proven success in troubleshooting, maintenance, and customer support. Skilled in enhancing operational efficiency and ensuring high client satisfaction.
Overview
9
9
years of professional experience
Work History
Senior Field Service Technician
Nautilus Hyosung
Dayton, Oh
10.2024 - Current
- Diagnosed and resolved technical issues for ATMs, enhancing operational efficiency.
- Performed routine maintenance to ensure optimal functionality of cash handling equipment.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Trained junior technicians on best practices for troubleshooting and repair techniques.
- Established strong relationships with clients, ensuring high levels of satisfaction and support continuity.
- Managed on-site and off-site installation, repair, maintenance, and teablished strong relationships with clients by providing exceptional customer support and addressing concerns promptly.
- Provided troubleshooting and repair support to over 40 customers weekly.
- Performed annual service visits and completed preventive maintenance on systems.
Field Service Manager
Nautilus Hyosung
Dayton, OH
04.2024 - 10.2024
- Managed field service operations to ensure optimal maintenance of ATM systems.
- Coordinated installation and troubleshooting of banking equipment across multiple locations.
- Trained and mentored technicians on service protocols and equipment handling.
- Developed service schedules to enhance operational efficiency and minimize downtime.
- Analyzed service reports to identify trends and improve customer satisfaction.
- Led team of up to 38 service technicians in field activities.
- Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
- Maximized resource utilization by reallocating personnel based on workload demands and skillsets.
- Ensured compliance with all regulatory requirements, maintaining up-to-date knowledge of industry standards and changes in legislation.
- Monitored service metrics, identifying trends for continuous process improvement initiatives.
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
- Maintained schedule of up to 825 service calls weekly.
Field Service Technician Team Lead
Nautilus Hyosung
Dayton, OH
03.2021 - 04.2024
- Diagnosed and resolved technical issues in ATMs and self-service kiosks.
- Conducted routine maintenance to ensure optimal operation of equipment.
- Collaborated with cross-functional teams to improve service efficiency and customer satisfaction.
- Trained junior technicians on troubleshooting techniques and equipment handling procedures.
- Implemented process improvements that enhanced service response times and reduced downtime.
- Managed inventory of parts and tools, streamlining procurement processes for repairs and maintenance.
- Provided expert guidance during complex installations, ensuring compliance with company standards.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Operated hand tools and power equipment according to company safety procedures.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
Customer Engineer II
NCR
Dayton, OH
11.2016 - 03.2021
- Delivered technical support for NCR's hardware and software solutions, ensuring customer satisfaction.
- Collaborated with cross-functional teams to troubleshoot and resolve complex system issues efficiently.
- Implemented system upgrades and enhancements, improving operational performance and reliability.
- Trained clients on new technologies, enhancing user proficiency and reducing support requests.
- Led root cause analysis efforts to resolve recurring technical issues, reducing downtime for clients.
- Utilized strong interpersonal skills to build lasting relationships with customers, fostering loyalty and repeat business opportunities.
- Provided ongoing training for end-users, enhancing their knowledge of systems and increasing productivity.
- Conducted regular preventive maintenance checks on equipment, reducing unexpected downtime and repair costs.
- Managed on-site installation of new equipment, leading to improved efficiency and reduced downtime.
- Boosted company reputation by presenting professional, knowledgeable, and courteous service to clients during on-site visits.
- Reduced equipment downtime by conducting proactive diagnostics tests that helped identify potential problems before they became critical issues.
- Resolved system malfunctions with thorough troubleshooting, ensuring optimal system performance.
Education
Associate of Science - Information And Computer Systems
Edison State Community College
Piqua, OH05-2011
Skills
- Field service management
- Troubleshooting and repair
- Installation and maintenance
- Heavy lifting
- Training and mentoring
- Hardware installation
- Team supervision
- Complex Problem-solving
- Record keeping
- Component testing
- Hardware support
- System diagnostics
Timeline
Senior Field Service Technician
Nautilus Hyosung
10.2024 - Current
Field Service Manager
Nautilus Hyosung
04.2024 - 10.2024
Field Service Technician Team Lead
Nautilus Hyosung
03.2021 - 04.2024
Customer Engineer II
NCR
11.2016 - 03.2021
Associate of Science - Information And Computer Systems
Edison State Community College