Job Title : Customer Support Engineer

Reports To : Field Service Manager

Summary :

The Customer Engineer will 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 CTS. S/he may also perform required modular swaps and unit replacements or perform preventative maintenance services. Tier I workload should be 80% or greater of overall workload. The Customer Engineer 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. S/he will have ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA)

Key Responsibilities :

1. Build working relationships with customers and develop informal communication channels with customer account at the local level (i.e. Branch, Store or office). Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.

2. Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.

3. Represents NCR in a manner that reflects positively on the image and reputation of the company.

4. Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance, performs periodic preventative maintenance on assigned products.

5. Diagnoses problems, makes minor repairs, and replaces components (at the module level).

6. Follows appropriate security procedures when working with ATMs and or within financial institutions.

7. 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

8. Maintain an appropriate parts inventory as well as parts record keeping

9. Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required

10. Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation

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

Education Qualification :

- College degree or certificate in electronics or computer technology is preferred.

Training : 

Acceptable advanced training may consist of :

- One year of College level courses, equivalent military training, or training in electronics or computer technology.

- One year of electronics or computer training at a recognized trade school to include both theory and in-class hands on time.

- A+ Certification.

Experience Preferred :

- 3 Years of Job-related experience in electronic or electro-mechanical devices preferred.

Additional Technical Skills :

- Personal computer skills, tools, and basic electronic skills.

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