Customer Engineer at NCR Corporation

Job Summary

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.

Responsibilities

• 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 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) Competencies Attributes
• Attribute: Inherent traits and/or developed characteristics that represent attitudes, beliefs, values, assumptions, mental models, perceptual styles/preferences, motives, self concepts.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.

Education and Experience Education

• An ordinary level diploma or equivalent from a recognized institution in electrical, electronics or computer technology is preferred.
• A strong grade at O level will be significant in the final selection. 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 Age: less than 30 years
• Job-related experience in electronic or electromechanical devices preferred, but not required
• Previous experience as an electronics bench or rework technician