Field Service Technician - Bilingual (French, English)

Organization : Gemsys Money Handling Systems Inc
Location: Canada, Quebec, Quebec City
End of contest: May 23, 2014
Type (Full time / Part time): Full Time
The Field Service Technician is responsible for providing an efficient and professional after sales service for the products and solutions supplied by the company. The work involves installation and maintenance of electro/mechanical devices such as Bill Counters, Coin Sorters, Coin Wrappers, and Coin Deposit Systems. Responsibilities include but are not limited to, assembly and disassembling, testing and commissioning of systems. The position will be focused on customer satisfaction by ensuring contractual obligations are met and equipment down time is limited.


  • Perform direct maintenance, as required, where more complex equipment problems exist
  • Diagnose, document and report problems/technical findings with recommended repair actions
  • Carry out service, repair, and maintenance according to contracts and quotations in a timely manner
  • Responsible for responding to service calls, performing preventative maintenance and warranty repair
  • Must be available for after hour on-call support of our customer base as requested
  • Deliver excellent customer service skills
  • Phone customers within 2 hours from receipt of an assigned service call
  • Provide technical support over the phone to customers
  • Work with the Service Coordinator to schedule customer repairs
  • Equipment set-up and software installation and enhance customer offerings
  • Assist in scheduled physical inventory counts
  • Present a professional image at all times to internal and external customers
  • Share and disclose technical knowledge gained in the process of performing duties for the Company
  • Provide a weekly timesheet report
  • Complete all job orders and related paperwork legibly, accurately and on a timely basis
  • Continuously strive to improve processes and controls to help the department to meet or exceed the company's service goals
  • Co-operate with other technicians and members of staff
  • Advise Department manager/supervisor of those situations that may affect customer satisfaction results
  • Adhere to Gemsys Code of Conduct and Values
  • Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility
  • Performs other related duties as assigned by management


  • Technical Service relevant training
  • Electrical, Electronic College/ Technical degree in field or related field


  • 2 prior years experience as a service technician of cash management equipment
  • Must possess a valid drivers license and Clean abstract
  • Ability to carrying and lift a tool kit/parts of varying weights (1-50 lbs)
  • Microsoft Software skills
  • Electro-mechanical skills
  • Able to work in fast-paced, self-directed entrepreneurial environment
  • Team player and ability to work well with customers, subcontractors and co-workers
  • Excellent verbal and written communication skills in French and English
  • Must be able to perform basic math calculations
  • Ability to diagnose and solve problems from non-technical descriptions
  • Excellent customer service skills
  • Strong attention to detail and follow through
  • Strong electro-mechanical aptitude
  • Prominent organization and interpersonal skills
  • Good working knowledge of equipment such as Laurel, Cummins, Scan Coin, Talaris, Glory, CTCoin, Magner, (asset).
  • Experience supporting IT issues (asset).
  • Excellent time management skills
  • Highly energetic and self-starter
  • Decision-making, problem resolution and creative thinking skills
  • Able to multi-task the activities with shifting priorities.
  • Should be honest, assertive and passionate about customer service
  • Glory, CTCoin, Magner, (asset).


  • Standard work hours are from 8:30 am to 5:00 pm Monday to Friday
  • Some overtime and on-call hours may be required
  • Frequently exposed to noise and a regular flow of people around the office
  • Frequently assigned to changing priorities
  • Requires travel and/or driving


Salary & Benefits
  • Commensurate with experience;
  • Group Benefits and Employee Bonus Incentive Programs