Field Service Technician

Duration: 6 Months with possible extensions

Additional Job Description :

• Position responsible for providing installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction
• Perform Tier II work on products and services of medium-high complexity;
  Tier II products include large servers and mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25)
• Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support
• Provide installation, maintenance and repairs on ATM (second line maintenance) and/or POS (Point of Sale) equipment and other electromechanical equipment at various locations within an assigned territory/region
• Provide continuity of customer operations and high levels of customer satisfaction;
  Manage customer incidents as assigned;
  Build working relationships with customers and develop informal communication channels with customer account at the local level
• Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately;
  May provide support to Associate Customer Engineer and/or Service;
  Representative/Service Technician Tech when necessary
• Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures
• Represent NCR in a manner that reflects positively on the image and reputation of the company
• Verify that the site environment meets the requirements prior to installation or rollout;
  Install customer systems according to the installation plan, certify that the installation or setup of the product meets the customer'''''''''''''''''''''''''''s requirements
• Analyze and correct all technical problems on equipment within assigned customer accounts;
  Perform periodic preventive maintenance routines on products and installs modifications to equipment;
  Perform overhauls and maintenance repair as a matter of routine;
  May also perform required modular swaps and unit replacements or perform preventative maintenance services
• Respond to a customer call, which will include problem identification, escalation and resolution of operating system software problems;
  Responsible to keep customer informed during the problem resolution process;
  Perform service verification and customer satisfaction surveys relating to the situation
• Responsible for network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management
• Responsible for the prompt completion and accuracy of all administrative functions, including assisting in producing, installing modifications and/or upgrades, updating the customer on activities and updating any needed databases
• 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
• May require prolonged travel, “Road Warrior” status with up to 60% travel. Carrying and lifting 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
• Responsible for accurate and prompt reporting of calls and activity, as…