Customer Engineer

NCR Atleos; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

NCR Atleos in the United Arab Emirates seeks a Customer Engineer to install, maintain and repair Tier I equipment including ATMs, POS and peripherals within a defined region.

The role focuses on incident ownership, quick resolution, preventative maintenance, and accurate reporting while collaborating with Call Center staff and security teams to ensure high customer satisfaction. This Emiratization program prioritizes UAE Nationals per local requirements.

Qualifications

• High school diploma or equivalent required.
• A+ certification preferred or required.
• ITE or Polytechnic qualification in Electronics and Communications Engineering.
• Associate degree is a plus.

Responsibilities

• Install, maintain and repair equipment within an assigned territory to ensure continuity of operations.
• Own customer problems or incidents until resolution per SLAs.
• Perform work on low-complexity products, including PCs, printers, front-end POS, ATMs and kiosks.
• Assist in site preparation, cable installation, equipment staging and testing.
• Report calls and activity promptly and accurately, and track expenses.

Skills

Customer service

Problem solving

Teamwork

Learning quickly

Education

High School Diploma or equivalent

A+ Certification

ITE/ Polytechnic in Electronics

Associate degree preferred

Job description

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 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 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.

Basic Qualifications

• 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 Engineering.
• Ability to work well with minimal supervision.
• Good problem-solving skills.
• Ability to learn new skills quickly.
• Ability to work under pressure.
• Ability to meet deadlines and produce high-quality work.
• Excellent interpersonal and customer relationship skills.
• High level of mechanical and electrical aptitude.
• Experience maintaining computer hardware, including desktops, servers, peripherals, routers, networks, switches, and hubs.
• High level of personal integrity.
• Ability to support and promote teamwork and cooperation.
• Must be able to work a flexible schedule, including nights, weekends, overtime, flexible shifts, and on-call support.

Preferred Qualifications

• Associate’s Degree preferred.
• Previous experience with NCR or similar equipment is a plus.
• CCNA certification preferred.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses, but is not limited to, human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

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

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.