Position Summary The Service Technician is responsible for providing diagnostics, repair services and technical support for electronic and mechanical key cutting systems. This role focuses on both warranty and non-warranty repairs, ensuring timely and effective resolution of product issues, minimizing customer downtime, and maintaining high levels of customer satisfaction. Key Responsibilities Warranty & Non-Warranty Repairs Perform in-house repairs on returned equipment, including disassembly, diagnosis, part replacement, calibration, and reassembly. Accurately assess and distinguish between warranty and non-warranty repair cases in accordance with company policies. Generate repair evaluations and communicate findings, repair scope, and associated costs (for non-warranty work) to internal teams or customers. Ensure all repaired units meet quality and operational standards prior to return shipment and are completed within targeted turnaround times. Maintain thorough documentation of all repairs, including parts used, labor, failure analysis, and time to resolution. Technical Support & Troubleshooting Diagnose and resolve mechanical, electrical, and software-related issues on key cutting machines Interpret error codes, machine performance data, and software diagnostics to identify root causes. Guide customers through troubleshooting steps, proper machine operation, and preventative maintenance. Process Improvement & Documentation Perform preventative maintenance and functional testing on serviced equipment prior to return shipment. Verify machine accuracy, calibration, and overall performance. Identify recurring technical issues and recommend product or process improvements. Contribute to the development of service manuals, troubleshooting guides, and knowledge base articles. Support continuous improvement initiatives to increase service efficiency, service workflows and reduce turnaround time. Inventory & Parts Coordination Assist in managing service parts inventory, including tracking usage and identifying replenishment needs. Ensure proper handling and organization of repair components and returned units. Track usage trends and support forecasting of replacement parts. Coordinate with operations or purchasing teams for timely availability of critical parts. Collaboration & Communication Work cross-functionally with technical support, operations, and product teams to escalate and resolve complex issues. Provide feedback on product performance, common failures, and customer concerns. Maintain a high level of professionalism in all customer and internal interactions. Qualifications Education & Experience High School diploma or technical designation required 2-5+ years of experience in equipment repair, technical service, or a similar hands-on role. Experience working with electromechanical equipment, CNC machinery, locksmith tools, or precision equipment preferred. Technical Skills Strong mechanical and electrical troubleshooting capabilities. Familiarity with PC-based software, firmware updates, and diagnostic tools. Proficiency with hand tools, measuring instruments, and calibration procedures. Soft Skills Strong problem-solving and analytical skills. Excellent verbal and written communication abilities. Customer-focused approach with the ability to explain technical concepts clearly. Strong attention to detail and organizational skills. Ability to manage multiple tasks and priorities efficiently. Demonstrates the ability to work independently with minimal supervision and shows initiative in identifying and addressing tasks proactively. Self-motivated with a strong drive to continuously enhance technical knowledge and skillsets.

Pay:

From $25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person