Ingeniero de Atencin al Cliente-Ponce, Puerto Rico

Customer Service Engineer

NCR Voyix Corporation is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Location: Ponce, Puerto Rico

The Customer Service Engineer will be responsible for the installation, maintenance, and repair of equipment within an assigned territory, ensuring the continuity of the client's operations and high levels of satisfaction. They may be required to work outside their usual area according to project needs, coverage of colleagues, or demand peaks.

Main Responsibilities Include:

• Manage complete customer incidents until resolution, ensuring compliance with Service Level Agreements (SLA).
• Diagnose, repair, and replace components in NCR Voyix-supported equipment, including point-of-sale systems, self-service kiosks, servers, portable terminals, and associated peripherals.
• Install new equipment or update existing ones according to the Statement of Work (SOW).
• Prepare the site for installation, including cabling, testing, and necessary adjustments.
• Meet training and certification requirements, which may involve working at heights and using portable electrical tools.
• Attend and resolve customer concerns, escalating when necessary.
• Build strong relationships with clients and maintain effective communication channels.
• Represent NCR Voyix professionally, reflecting the company's image and reputation.
• Perform preventive maintenance, diagnostics, and periodic repairs.
• Manage assigned assets (tools, software, vehicles, documentation) appropriately.
• Maintain accurate inventories and records of parts and activities.

• Prepare timely reports on calls, activities, and related service expenses.
• Capture detailed information on client assets for billing processes.
• Comply with shift patterns, including weekends and night shifts, as per client needs.
• Achieve established Key Performance Indicators (KPIs), prioritizing safety, quality, and operational efficiency.

Basic Qualifications

• Valid driver's license with no infractions.
• High school diploma or equivalent experience.
• Basic computer skills, including Windows and Microsoft Office.
• Experience in PC hardware maintenance and support.
• Ability to work with minimal supervision, solve problems, learn quickly, and meet deadlines under pressure.
• Excellent interpersonal skills and customer orientation.
• Mechanical and electrical aptitude; experience with computer hardware, networks, and peripherals.
• Personal integrity and willingness to work as part of a team.
• Availability for flexible schedules, including nights, weekends, and on-call duty.

Desired Qualifications

• Technical degree or certifications in technology areas.
• Previous experience in NCR or similar equipment.
• Recognized certification in electronics or IT.
• Experience in EPOS maintenance or installation (or strong desktop hardware experience).

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR Voyix's commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.