Customer Engineer

Overview

Customer Engineer Representative I role responsible for installation, maintenance and repair of equipment within an assigned territory, focused on low-complexity financial and ATM products.

What you'll do

• Perform installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and customer satisfaction.
• Own customer problems or incidents until resolved to the customer's satisfaction and/or in compliance with agreed Service Level Agreements.
• 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.
• Assist in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; perform required modular swaps and unit replacements.
• Respond to all customer concerns or problems by resolving them or 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 accounts at the local level; represent NCR in a manner that reflects positively on the company's image and reputation.
• Perform periodic preventative maintenance on assigned products; diagnose problems, make minor repairs, and replace components at the module level; follow appropriate security procedures when working with ATMs and/or within financial institutions.
• Be responsible for all NCR assets used in the delivery of customer services (tools, software, vehicles, documentation, and intellectual property), or as assigned by management; maintain an appropriate parts inventory and parts record keeping.
• Report calls and activity accurately and promptly, along with other reporting as required; track and report all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.
• Capture detailed customer asset information and other data required to complete invoicing or billing activities.
• Be dispatched daily on a call-by-call basis or establish your own daily schedule based on automated reports.
• Ensure staff productivity measures are achieved; work with Call Center Staff via PDA to recover machines and with Security Escort Officers.

What you'll need

• High School Diploma or equivalent.
• Years of related experience (number not stated).
• Retail EPOS maintenance or install experience is required; strong desktop hardware experience may be considered if EPOS experience is limited.
• Ability to work with Microsoft Office suite; experience on Windows XP and Windows 2000 operating systems required.
• Experience in PC hardware maintenance and support.
• A+ Certification.
• ITE or Polytechnic in Electronics and Communications Engineering.
• 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 and customer relationship skills.
• High level of mechanical/electrical aptitude; experience maintaining computer hardware (desktops, servers, peripherals), routers, networks, switches, hubs.
• High level of personal integrity; support and promote teamwork and cooperative effort.
• Ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call.

Nice to have

• Associate's Degree.
• Previous experience in NCR or similar equipment.
• CCNA.

Details

• Location: India (virtual).
• May require prolonged travel, carrying and lifting tool kits/parts of varying weights (1-50 lbs.), bending/squatting, and walking/standing/sitting for prolonged periods.
• May be required to work on rotating shifts.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.