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NCR Corporation

We are the new NCR: Leading how the world connects, interacts and transacts with business.NCR is at the center of the self-service revolution, strategically poised between consumers who demand fast, easy and convenient options, and businesses intent on increasing revenues, building customer loyalty, reaching the contemporary consumer and lowering their cost of operations.Our leadership in customer interactions is built on deep consumer and industry expertise. NCR is the only company focused b... Read More

Address      3097 Satellite Boulevard Duluth, Georgia 30096
Website      www.ncr.com/
Holding      No Holding Details

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Customer Engineer

The Customer Engineer is the owner of customer incidents as assigned. 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 single pocket proof encoders. The Customer Engineer will also assist in site preparation--including installation of cable, staging of equipment, and minor testing of equipment. The Customer Engineer 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. The Customer Engineer will have ownership of the customer problems or incidents until the situation has been resolved to the customer satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA). Education and Experience Education 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 Job-related experience in electronic or electromechanical devices preferred, but not required Previous experience as an electronics bench or rework technician Key Areas of Responsibility Customer Relations/Customer Satisfaction Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office). Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately. Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures. Communicates to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity. Represents NCR in a manner that reflects positively on the image and reputation of the company Customer Services Assists or delivers the following customer services: Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance 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. Equipment Staging and Installation Performs shop or site staging of equipment as assigned Assists, as part of a team, in site preparation and equipment installation. May install limited modifications or Field Retrofit Orders (FROs) Performs any needed modular swaps and unit replacements Asset Management 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 Maintain an appropriate parts inventory as well as parts record keeping Reporting 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, including telephone, private automobile, and/or public transportation Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities Scope T&M Revenue- meet or exceed plan based on territory or country/region goal Closed Calls/CE/Day based on territory or country/region goal Utilization Rate based on territory or country/region goal Open Calls/CE/Day based on territory or country/region goal Local Parts Fill Rate/Day based on territory or country/region goal Customer Satisfaction based on territory or country/region goal Call backs - based on territory or country/region goal SRL/SLA Percentage of SLA Met based on territory or country/region goal FVR - based on territory or country/region goal Requirements/ Environment Job Requirements Valid Drivers' License and cleared background check and drug screen Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required Work Environment To service accounts within a given area and may be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports Conducts work at customer site(s), local NCR offices, or in a virtual environment . Physical Environment May require prolonged travel, carrying and lifting a tool kit/parts of varying weights (1- 50 lbs.) May require bending/squatting, walking/standing /sitting for prolonged periods Exposure to enclosed spaces, dust, drafts, and damp areas Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting Function under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers). Desired Profile Qualifications Education 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 Experience 1 - 3 Years Industry Type IT-Software / Software Services Role Customer Support Engineer/Technician

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided

Fax:

not provided

Contact Name:

HR

Job Duration:

not provided

Phone:

not provided

Email:

career@ncr.com

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