Customer Engineer

Jobtailor; Luik; Sur place; EUR 30 000 - 46 000; Plein temps

Résumé du poste

NCR is seeking a Field Service Technician to install, maintain and repair equipment within a designated territory. You will ensure customer operations run smoothly and meet SLAs while addressing Tier I hardware issues and performing routine testing.

Travel in Belgium may be required, along with on-site support for ATMs, kiosks, and front-end systems. Strong problem solving and customer relations skills are essential.

Qualifications

• Formal education and certifications as listed in the requirements.
• Ability to install, maintain, and repair equipment in customer sites.
• Strong problem solving and customer-facing skills.

Responsabilités

• Install, maintain, and repair equipment within assigned territory.
• Own customer problems until resolved and meet SLAs.
• Perform minor repairs on Tier I equipment and components.
• Assist in site preparation and testing; manage inventory.
• Report calls and expenses; capture asset data for invoicing.

Connaissances

Problem solving

Interpersonal skills

Ability to work under pressure

Time management

Customer relationship skills

Formation

High School Diploma

A+ Certification

ITE or Polytechnic in Electronics

Outils

Microsoft Office

Windows XP

Windows 2000

PC Hardware Maintenance

Routers/ switches/ hubs

Description du poste

Responsibilities

• Installation, maintenance, and repair of equipment within an assigned territory/region to ensure continuity of customer operations and high levels of customer satisfaction.
• Ownership of customer problems or incidents until resolved to customer satisfaction and compliance with Service Level Agreements.
• Perform work on low complexity products and services, specifically financial/ATM products; make minor repairs and replace components on Tier I equipment (PCs, workstations, peripherals, printers, front‑end POS systems, ATMs, kiosks, proof encoders).
• Assist in site preparation, including installation of cable, staging of equipment, and minor testing; perform required modular swaps and unit replacements.
• Respond to all customer concerns by resolving them or escalating to the appropriate associate, team member, territory manager, or Control Tower.
• Build working relationships with customers, develop informal communication channels with local account; represent NCR positively.
• Perform periodic preventative maintenance, diagnose problems, make minor repairs and replace components at module level.
• Follow appropriate security procedures when working with ATMs and financial institutions.
• Manage all NCR assets used in customer services (tools, software, vehicles, documentation, intellectual property); maintain parts inventory and record keeping.
• Accurately and promptly report calls and activity; track and report all expenses incurred in service delivery.
• Capture detailed customer asset information and other data required for invoicing or billing.
• May be dispatched daily on a call‑by‑call basis or create own daily schedule based on automated reports.
• May require prolonged travel, carrying and lifting toolkits or parts (1–50 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 with Call Center Staff via PDA to recover machines.
• Work with Security Escort Officer.

Requirements

• High School Diploma or equivalent years of related experience
• Ability to work with Microsoft Office suite
• Experience on Windows XP, Windows 2000 operating systems required
• Experience in PC Hardware Maintenance and support
• A+ Certification
• ITE or Polytechnic in Electronics and Communications Engineering
• Works well with minimal supervision
• Good problem solving skills
• Ability to pick up new skills quickly
• Ability to work under pressure
• Ability to meet deadlines and produce high quality work
• Excellent interpersonal skills/customer relationship skills required
• High level of mechanical/electrical aptitude
• Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required
• High level of personal integrity
• Support and promote teamwork and cooperative effort
• Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on‑call