Kiosk Field Service Technician - General Santos

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

Kiosk Field Service technician provides timely and effective onsite support for kiosk. All corrective and preventive maintenance schedules, as well as card replenishment and ribbon replacement, are attended within SLA, conduct assessment and quality repair, ensuring availability for customers to use the kiosk. Accountable for inventory management of parts on hand and returns once used. Overall, owns responsibility for Kiosk Uptime and SLA adherence on the assigned cluster.

Field Operations & Inventory Monitoring

• Diagnoses and fully resolves issues on-site - including actual resolution and internal coordination for hardware, software, and network services.
• Ensures consumable inventory in kiosk meets demand.
• Conducts scheduled on-site maintenance (corrective & preventive).
• Assist in in-field software update deployment.
• Checks asset and inventory quality upon receiving during installation and maintenance
• Understands and commits to satisfying individual and team metrics to ensure customer satisfaction
• Understands and follows standard processes, policies, and workflows to ensure knowledge bases (ERP system, Kiosk monitoring systems, etc) are kept updated for both inventory and ticketing (case resolution).
• Ensures one’s (technician’s) own inventory supply to conduct assigned maintenance and installation is sufficient. Coordinates with supervisor and warehouse team to ensure replenishment is done on a timely basis
• Contributes to the evolution of field operations processes via post-mortem analysis and feedback for common problems/improvement areas
• Conducts a full on-site installation process for kiosks

Adhoc

• Conducts admin functions, reporting, and special projects, as needed, to ensure business goals are met.

Must Haves

• Bachelor’s degree and/or equivalent qualification in Computer Engineering, Computer Science, Information Technology, Electronics Engineering, or relevant IT courses.
• 1+ years of experience working in a similar role and/or educational background in an engineering and/or IT environment. Have hands-on experience with Hardware/Software and Networking, knowledge of testing tools to troubleshoot issues.
• Background in Telecommunications, Financial Services, Media Services, and related industries, preferred.
• Good analytical skills & detail-oriented. Knows how to perform root-cause analysis. Shows good structure in thought processes to identify the issue and provide resolution steps accordingly.
• Good communication skills. Knows how to coordinate with various parties, specifically explain issues, symptoms, and recommend resolutions.
• Good spatial skills preferred. Geographic knowledge of the Philippines.
• Familiarity with Microsoft (Windows OS) systems.
• Shows good moral character and initiative – able to follow standard operating procedures to ensure inventory is tracked and updated. Understand team objectives and take accountability for one’s scope of work, and assist others when needed.
• Amenable to flexible work hours, has a driver’s license and possesses own vehicle - preferred