Responsible for the advanced maintenance, repair, installation and optimization of ITMs and Scan Coin machines across RFCU’s network. Serves as technical leader within the ITM Maintenance team, providing mentorship to other technicians, ensuring high availability of ITM services, and collaborating with cross-functional teams to support DCE initiatives. Leads team in maintaining RFCU’s fleet of ITM machines, parts and software; participates in day-to-day technical installation, administration, acquisition, troubleshooting and maintenance of machines, parts and software to ensure a stable ITM experience with no unplanned downtime.

Job Description

Essential Duties and Responsibilities

• Performs advanced diagnostics, troubleshooting and repairs on ITMs, Scan Coin Machines and other DCE equipment and their related hardware/software systems.

• Leads and coordinates complex maintenance tasks, upgrades and installations.

• Serves as a subject matter expert for ITM systems, providing guidance and training to Level I and II technicians.

• Assists management in monitoring performance metrics and proactively addresses issues to minimize downtime.

• Participates in the development and implementation of Service-level agreements (SLAs) and preventative maintenance programs.

• Provides on-call support and responds to emergency maintenance requests as needed.

• Responsible for receiving new ITMs, confirming the correct equipment is received and performing all necessary software diagnostics to ensure software can be appropriately installed on the ITM.

• Oversees and executes the installation of new ITM and Scan Coin units, including site preparation, equipment setup, software configuration and testing.

• Collaborates with vendors, facilities and IT teams to ensure successful deployment of ITM systems.

• Troubleshoots and evaluates any mechanical failures of ITMs, determining repair or replacement of parts and carrying out the necessary maintenance or replacement installations.

• Performs regular physical checks of the Credit Union ITMs, visually inspect for burned out bulbs, check depository for proper operations and inspect the exterior, screen and immediate surrounding area

• Confirms the functional operation of the receipt, journal, statement and depository printers; replenish or replace any necessary paper and printer cartridges or ribbons as needed.

• Ensures that all ITMs are properly maintained, including but not limited to; clearing currency jams, receipt, journal and statement paper jams, cleaning the card reader and checking and clearing the media transports.

• Recommends process improvements to streamline RFCU’s current ITM setup and processes and assist in researching new equipment and systems.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.

• Delivers friendly, caring service to internal and external members.

• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.

• Follow all physical and online security procedures and maintain strict confidentiality of all member information.

• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.

• Works scheduled hours and maintains punctuality.

• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

• High School or GED - Required
• ITM Maintenance and Software Certification training from relevant vendor. - Required
• Valid US Driver' s License - Required

Experience Requirement

• 5 Years - Experience in ITM/ATM maintenance or related electromechanical systems. - Required

• 2 Years Experience in a leadership role - Preferred

• Experience with NCR or comparable ITM Platforms strongly preferred

Skills/Abilities

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.

• Strong understanding of ITM/ATM hardware, software, and networking components.

• Ability to lead projects and mentor other team members.

• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.

• Resolve problems utilizing advanced knowledge and experience.

• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.

• Use correct English including spelling, grammar and punctuation.

• Operate computers and use business software and other standard office equipment.

• Understand and follow written and oral instructions.

• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.

• Using hands repetitively to handle, feel or operate computers and other standard office equipment.

• Reaching with hands and arms.

• Lifting and carrying up to and in excess of 100 pounds.

• Good vision, including but not limited to; close and long vision, depth perception and ability to distinguish color and shades.

• Good hearing, in regular proximity and in louder work environments including but not limited to; warning signals and operating equipment sounds.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

• Works in both indoor and outdoor environments.

• Occasionally exposed to moving mechanical parts and equipment.

• Occasionally exposed to fumes or airborne particles.

• Occasionally exposed to outside weather conditions.

• Occasionally exposed to risk of electrical shock.

• Noise level in the work environment is usually moderate.

• Work hours may include early mornings, evenings, nights, weekends or holidays.

• Provides on-call guidance and direction.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.