Customer Engineer

Job description

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 DescriptionCustomer EngineerDescription Position SummaryPosition name: Customer Engineer 1Planning organization: Worldwide Customer ServicesPlanning sub-organization (optional):Headcount function: Customer EngineeringHeadcount sub-function: Customer EngineeringTitle Reports to: Territory ManagerPosition DescriptionThe 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 workloadThe 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 ExperienceEducation• College degree or certificate in electronics or computer technology is preferred.TrainingAcceptable 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+ CertificationExperience Preferred• Job-related experience in electronic or electromechanical devices preferred, but not required• Previous experience as an electronics bench or rework technicianKey Areas of ResponsibilityCustomer 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 companyCustomer ServicesAssists 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 replacementsAsset 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 keepingReporting• 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 activitiesScope• 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 count