Customer Engineer

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

· Position responsible for installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction

· Responsible for ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and or in compliance with agreed upon Service Level Agreements

· Required to perform work on products and services of low complexity, specifically financial/ATM products; Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders

· Responsible for assisting in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; May also perform required modular swaps and unit replacements 

· Field Service Technician  responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower

· Build working relationships with customers and develop informal communication channels with customer account at the local level; Represents NCR in a manner that reflects positively on the image and reputation of the company

· Performs periodic preventative maintenance on assigned products; Diagnoses problems, makes minor repairs, and replaces components (at the module level); Follows appropriate security procedures when working with ATM's and or within financial institution

· Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management; Maintain an appropriate parts inventory as well as parts record keeping

· Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation

· Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities

· May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports

· May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); May require bending/squatting, walking/standing /sitting for prolonged periods; May be required to work on rotating shifts

· Ensure staff productivity measures are achieved; Work together with Call Center Staff via PDA to recover machines; Work together with Security Escort Officer

· Retail EPOS maintenance or install experience is required; Strong desktop hardware experience may be considered if EPOS experience is limited

Basic qualifications

· High School Diploma or equivalent

· Up to one year of related experience 

· Ability to work with Microsoft Office suite; Experience on Windows XP, Windows 2000 operating systems required

· Experience in PC Hardware Maintenance and support

· Works well with minimal supervision; Good problem solving skills; Ability to pick up new skills quickly; Ability to work under pressure; Ability to meet deadlines and produce high quality work

· Excellent interpersonal skills/customer relationship skills required

· High level of mechanical/electrical aptitude; Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required

· High level of personal integrity; Support and promote teamwork and cooperative effort

· Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call

Preferred qualifications

· Associate’s Degree preferred

· Previous experience in NCR or similar equipment is a plus

· CCNA preferred

· A+ Certification

· ITE or Polytechnic in Electronics and Communications Engineering

Three weeks of job-related training will be provided within the dedicated NCR Facility, but foundational knowledge and experience in these areas are key.   

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