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Customer Engineer @ NCR Corporation

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 Customer Engineer

Job Description

locationsINDIA VIRTUAL, INDtime typeFull timeposted onPosted 6 Days Agojob requisition idR1147729.TITLECustomer Engineer Representative ILOCATION{INSERT LOCATION}GRADE6POSITION 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 customers satisfaction and or in compliance with agreed upon 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, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders
  • Responsible for assisting in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; May also perform required modular swaps and unit replacements
  • 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 account 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 ATM's and or within financial institution
  • 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
  • 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
  • May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
  • May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); May require bending/squatting, walking/standing /sitting for prolonged periods; May be required to work on rotating shifts
  • Ensure staff productivity measures are achieved; Work together with Call Center Staff via PDA to recover machines; Work together with Security Escort Officer
  • Retail EPOS maintenance or install experience is required; Strong desktop hardware experience may be considered if EPOS experience is limited
    • BASIC QUALIFICATIONS:
  • High School Diploma or equivalent
  • years of related experience
  • Ability to work with Microsoft Office suite; Experience on Windows XP, Windows 2000 operating systems required
  • Experience in PC Hardware Maintenance and support
  • A+ Certification
  • ITE or Polytechnic in Electronics and Communications Engineering
  • Works well with minimal supervision; Good problem solving skills; Ability to pick up new skills quickly; Ability to work under pressure; Ability to meet deadlines and produce high quality work
  • Excellent interpersonal skills/customer relationship skills required
  • High level of mechanical/electrical aptitude; Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required
  • High level of personal integrity; Support and promote teamwork and cooperative effort
  • Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call
    • PREFERRED QUALIFICATIONS:
  • Associates Degree preferred
  • Previous experience in NCR or similar equipment is a plus
  • CCNA preferred
    • #LI-PS1Offers of employment are conditional upon passage of screening criteria applicable to the job.

    Job Classification

    Industry: Software Product
    Functional Area / Department: Engineering - Hardware & Networks
    Role Category: IT Network
    Role: Field Service Engineer
    Employement Type: Full time

    Contact Details:

    Company: NCR Corporation
    Location(s): Mumbai

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    Keyskills:   customer relationship windows xp microsoft office suite desktop customer engineering preventive maintenance maintenance engineering networking breakdown maintenance electrical maintenance service engineering installation troubleshooting

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    NCR Corporation

    NCR is the worlds leading enterprise provider of software, hardware and services for banks, retailers, restaurants, small business and telecom

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