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.

This position is part of NCR Atleos' Emiratization program and, in line with UAE Emiratization requirements and applicable UAE legislation, is open exclusively to UAE Nationals (Emirati citizens). Applicants may be required to provide documentation confirming their Emirati nationality during the recruitment process.

• 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 customer's satisfaction and/or in compliance with agreed 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, Second 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 accounts 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 ATMs and/or within financial institutions.
• Responsible for all NCR assets used in the delivery of customer services (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.
• Responsible for capturing detailed customer asset information and other data required to complete invoicing or billing activities.
• May be dispatched daily on a call-by-call basis or establish their own daily schedule based on automated reports.
• May require prolonged travel, carrying and lifting tool kits/parts of varying weights (1 to 50 lbs.). May require bending, squatting, walking, standing, or sitting for prolonged periods. May be required to work rotating shifts.
• Ensure staff productivity measures are achieved. Work together with Call Center staff via PDA to recover machines. Work together with Security Escort Officers.
• Retail EPOS maintenance or installation experience is required. Strong desktop hardware experience may be considered if EPOS experience is limited.

• High School Diploma or equivalent.
• 0-1 years of related experience.
• Ability to work with Microsoft Office Suite.
• Experience with Windows operating systems.
• Experience in PC hardware maintenance and support.
• A+ Certification.
• ITE or Polytechnic qualification in Electronics and Communications…