Customer Enginner Onsite I

NCR Atleos; Centro; Presencial; COP 77.357.000 - 116.037.000; Jornada completa

Descripción de la vacante

A global technology company in Colombia is seeking a Customer Engineer 1 to handle customer incidents and support electronics troubleshooting. Ideal candidates should have a college degree in electronics and a strong commitment to customer satisfaction. Experience in technical services is a plus. This role involves working on-site, performing installations, and ensuring quality service levels are met.

Servicios

Health benefits

Career development opportunities

Formación

• Experience with electronic or electromechanical devices preferred.
• Previous experience as an electronics technician appreciated.
• Ability to perform customer follow-up and issue resolution.

Responsabilidades

• Resolve customer incidents and escalate as needed.
• Perform installation, repairs, and maintenance on various equipment.
• Build relationships with customers and manage SLAs.

Conocimientos

Customer Relations

Technical Troubleshooting

Communication

Educación

College degree or certificate in electronics or computer technology

Herramientas

A+ Certification

Descripción del empleo

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.

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

• 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 (i.e., 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 ATMs 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 keeping.

Reporting

• 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, including telephone, private automobile, and/or public transportation.
• Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities.

Scope

• Logistics and metrics such as Revenue, Closed Calls/CE/Day, Utilization Rate, Open Calls/CE/Day, Local Parts Fill Rate, Customer Satisfaction, Call backs, SRL/SLA Percentage of SLA Met, and FVR, based on territory or country/region goals.

Requirements/Environment

Job Requirements

• Valid Driver’s License and cleared background check and drug screen.
• Ability to work nights, weekends, overtime, flex shifts and on-call shifts is required.

Work Environment

• To service accounts within a given area and 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.

Physical Environment

• May require prolonged travel, carrying and lifting a 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.
• Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting.
• Function under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers).

Competencies

• Server? Note: See original for specific competency descriptions. (Consolidated content retained from source.)

Offers of employment

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.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.