Customer Engineer

ncratleos; Italia; Remote; EUR 30,000 - 42,000; Full time

Job summary

NCR is seeking a Field Service Technician in Italy to install, maintain, and repair financial/ATM equipment. You will build strong customer relationships and respond to concerns, escalating as needed to meet service SLAs.

The role involves travel, on-call shifts, and close coordination with local teams. The position emphasizes hardware and PC maintenance, with a focus on Tier I equipment and secure handling of equipment in financial institutions.

Qualifications

• High School Diploma or equivalent.
• Up to one year of related experience.
• Experience with Microsoft Office; familiarity with Windows XP/2000.
• Strong problem solving and communication skills; ability to work under pressure and meet deadlines.
• Excellent interpersonal and customer relationship skills; able to work with minimal supervision.
• Mechanical/electrical aptitude; experience with desktops, servers, peripherals, routers, networks, switches, hubs.

Responsibilities

• Install, maintain and repair equipment within an assigned territory to ensure customer operations run smoothly.
• Own customer problems or incidents until resolution, in line with SLAs.
• Perform Tier I maintenance on PCs, workstations, peripherals, printers, POS, ATMs, and kiosks; replace components as needed.
• Assist in site preparation, install cabling, stage equipment, and conduct minor testing; perform modular swaps if required.

Skills

Interpersonal skills

Problem solving

Ability to work under pressure

Teamwork

Education

Associate's Degree preferred

CCNA preferred

A+ Certification

ITE or Polytechnic in Electronics and Communications Engineering

Tools

Microsoft Office

Windows XP

Windows 2000

PC hardware maintenance

Job description

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 customers satisfaction and or in compliance with agreed upon 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, First 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
• Field Service Technician 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 account 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 ATM's and or within financial institution
• 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
• 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
• May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
• May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); May require bending/squatting, walking/standing /sitting for prolonged periods; May be required to work on rotating shifts
• Ensure staff productivity measures are achieved; Work together with Call Center Staff via PDA to recover machines; Work together with Security Escort Officer
• Retail EPOS maintenance or install experience is required; Strong desktop hardware experience may be considered if EPOS experience is limited

Basic qualifications

• High School Diploma or equivalent
• Up to one year 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
• 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

Preferred qualifications

• Associate's Degree preferred
• Previous experience in NCR or similar equipment is a plus
• CCNA preferred
• A+ Certification
• ITE or Polytechnic in Electronics and Communications Engineering

Three weeks of job-related training will be provided within the dedicated NCR Facility, but foundational knowledge and experience in these areas are key.