Field Support Engineer

CMS Info Systems (CMS); Madhepura; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading technology firm in India is seeking a Customer Support Engineer to handle site visits, diagnose issues, and perform repairs on ATMs and kiosks. The ideal candidate will have a background in electronics or computer technology and strong problem-solving skills with a focus on customer satisfaction. This role involves preventative maintenance, effective communication with customers, and management of service logistics.

Qualifications

• Ability to build relationships with customers and respond to inquiries effectively.
• Knowledge of SLAs and ability to handle issues appropriately.
• Proficiency in performing technical diagnostics and repairs.

Responsibilities

• Visit customer sites and perform diagnostics on ATMs and other systems.
• Handle customer queries and escalate issues as necessary.
• Maintain accurate records of repairs, parts inventory, and expenses.

Skills

Customer relationship management

Problem diagnosis and resolution

Preventive maintenance

Technical repairs

Education

College degree or certificate in electronics or computer technology

Tools

Basic electronic tools

Job description

Summary

The Customer Support Engineer will visit the site, diagnose the problem, accordingly will make minor repair or replace unit or spares on the machine like ATMs, Recycler, Kiosks, Remote Monitoring system. He will do the Preventive maintainance service. The Customer Support Engineer responds to all customer query by resolving them or communicating to the respective team member. He will have ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement

Key Responsibilities

1. 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.
2. Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.
3. Represents CMS in a manner that reflects positively on the image and reputation of the company.
4. Installation and set-up of hardware, hardware modifications, first line maintenance, multivendor maintenance, performs periodic preventative maintenance on assigned products.
5. Diagnoses problems, makes minor repairs, and replaces components (at the module level).
6. Follows appropriate security procedures when working with ATMs and or within financial institutions.
7. Responsible for all CMS 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
8. Maintain an appropriate parts inventory as well as parts record keeping
9. Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required
10. Responsible for tracking and reporting all expenses incurred in the delivery of services, including private automobile and public transportation
11. Responsible for real time updation in the mobility application
12. Responsible for the documentation creation and submission

Education Qualification

College degree or certificate in electronics or computer technology is preferred.

Computer Proficiency

DCA or Computer Hardware and software knowledge include both theory and Practical. Personal computer skills and basic electronic skills.