Ingeniero de Atencin al Cliente- Caguas, Puerto Rico

Customer Service Engineer

Location: Caguas, Puerto Rico

Job Summary and Key Responsibilities

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

Key responsibilities include:

• Managing complete customer incidents until resolution, ensuring compliance with Service Level Agreements (SLAs).
• Diagnosing, repairing, and replacing components in NCR Voyix-supported equipment, including point-of-sale systems, self-service kiosks, servers, portable terminals, and associated peripherals.
• Installing new equipment or updating existing ones according to the Statement of Work (SOW).
• Preparing the site for installation, including cabling, testing, and necessary adjustments.
• Meeting training and certification requirements, which may involve working at heights and using portable electrical tools.
• Addressing and resolving customer concerns, escalating when necessary.
• Building strong relationships with clients and maintaining effective communication channels.
• Representing NCR Voyix professionally, reflecting the company's image and reputation.
• Performing preventive maintenance, diagnostics, and periodic repairs.
• Managing assigned assets (tools, software, vehicles, documentation) appropriately.
• Maintaining accurate inventories and records of parts and activities.

• Preparing timely reports on calls, activities, and service-related expenses.
• Capturing detailed information on client assets for billing processes.
• Complying with shift patterns, including weekends and night shifts, as per client needs.
• Achieving 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 a team.
• Availability for flexible schedules, including nights, weekends, and on-call duties.

Desired Qualifications

• Technical degree or certifications in technology areas.
• Previous experience with 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.

Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain."