Customer Engineer

About NCR AtleosNCR 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 Description Customer Engineer Description Position  Summary Position name:
Customer Engineer 1

Planning organization:
Worldwide Customer Services Planning sub-organization (optional):

Headcount function:
Customer Engineering Headcount sub-function:
Customer Engineering Title

Reports to:

Territory Manager Position Description The 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 workload

The 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 Experience Education
• College degree or certificate in electronics or computer technology is preferred.

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
• Job-related experience in electronic or electromechanical devices preferred, but not required
• Previous experience as an electronics bench or rework technician

Key Areas of Responsibility Customer 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 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 keepingReporting
• Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required
•…