Customer Engineer
NCR
AMSTERDAM, NLD
3 dagen geleden

About NCR

NCR Corporation (NYSE : NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries.

NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

POSITION 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
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