Job Id: 20200816008
Company: NCR Corporation
Job Role: Customer Engineer
Experience: Relevant Experience
Qualification: College degree or certificate in electronics or computer technology is preferred.
Job Location: Work from Home
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description NCR Careers Electrical Engineer Jobs Hiring For Customer Engineer in August 2020:
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).
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
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
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
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