Customer Engineer

Job Title

Job Description

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 customer's satisfaction and/or in compliance with agreed 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, Second Line Maintenance on ATMs and kiosks, and single-pocket proof encoders. 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. Build working relationships with customers and develop informal communication channels with customer accounts 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 ATMs and/or within financial institutions. 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 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. Responsible for capturing detailed customer asset information and other data required to complete invoicing or billing activities. May be dispatched daily on a call-by-call basis or establish their own daily schedule based on automated reports. May require prolonged travel, carrying and lifting tool kits/parts of varying weights (1 to 50 lbs.). May require bending, squatting, walking, standing, or sitting for prolonged periods. May be required to work rotating shifts. Ensure staff productivity measures are achieved. Work together with Call Center staff via PDA to recover machines. Work together with Security Escort Officers. Retail EPOS maintenance or installation experience is required. Strong desktop hardware experience may be considered if EPOS experience is limited.

Basic Qualifications

High School Diploma or equivalent. 0-1 years of related experience. Ability to work with Microsoft Office Suite. Experience with Windows operating systems. Experience in PC hardware maintenance and support. A+ Certification. ITE or Polytechnic qualification in Electronics and Communications Engineering. Ability to work well with minimal supervision. Good problem-solving skills. Ability to learn 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 and electrical aptitude. Experience maintaining computer hardware, including desktops, servers, peripherals, routers, networks, switches, and hubs. High level of personal integrity. Ability to support and promote teamwork and cooperation. Must be able to work a flexible schedule, including nights, weekends, overtime, flexible shifts, and on-call support.

Preferred Qualifications

Associate's Degree preferred. Previous experience with NCR or similar equipment is a plus. CCNA certification preferred.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. NCR 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. This concept encompasses, but is not limited to, human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

This Position Is Part Of NCR Atleos' Emiratization Hiring Program

This position is part of NCR Atleos' Emiratization hiring program and is open exclusively to UAE Nationals (Emirati citizens). In line with UAE Emiratization requirements and applicable UAE legislation, only Emirati candidates can be considered for this opportunity. Applicants may be required to provide documentation confirming their Emirati nationality during the recruitment process.

Statement to Third Party Agencies

To all recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes. Offers of employment are conditional upon passage of screening criteria applicable to the job. EEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.