Customer Engineer

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job Description

Customer Engineer

Description

Position Summary

Position name: Customer Engineer 1

Planning organization: Worldwide Customer Services

Planning sub-organization (optional):

Headcount function: Customer Engineering

Headcount sub-function: Customer Engineering

Title Reports to: Territory Manager

Position Description

The Customer Engineer 1 (CE1) 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’s 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 ATM’s 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)

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

Job

: Customer Engineering

Primary Location

: Asia Pacific (APAC)-India-India

Schedule

: Full-time

Education Level

:High School Diploma

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.

Statement to Third Party Agencies

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