Customer Engineer

NCR Atleos; Lombardia; On-site; EUR 42,000 - 61,000; Full time

Job summary

NCR Atleos is seeking a Field Service Technician to install, maintain and repair equipment within Lombardy to ensure continuous customer operations and high satisfaction. You will own issues end-to-end and work on Tier I devices including PCs, POS and ATMs.

The role requires up to one year of related experience, basic Windows knowledge, and the ability to travel. You may perform site prep, testing, and minor component swaps while maintaining NCR assets and reporting activities.

Qualifications

• High School Diploma or equivalent.
• Up to one year of related experience.
• Experience with Windows XP/2000 operating systems.
• Experience in PC hardware maintenance and support.
• Ability to work with minimal supervision and meet deadlines.
• Excellent interpersonal and customer relationship skills.
• Flexible schedule including nights and weekends.

Responsibilities

• Install, maintain and repair equipment within an assigned territory.
• Own customer problems or incidents until resolved and SLA compliant.
• Perform work on low complexity products (financial/ATM); minor repairs on Tier I equipment.
• Assist in site preparation, including installation of cable and staging.
• Respond to customer concerns by resolving or escalating to the appropriate team.
• Build relationships with customers and represent NCR professionally.
• Perform periodic preventative maintenance and diagnose problems on assets.
• Report calls, activities, and expenses; track asset data for invoicing.
• May travel daily or set own schedule based on reports; lifting up to 50 lbs.
• Adhere to security procedures when working with ATMs and financial institutions.
• EPOS maintenance or install experience is preferred; strong desktop hardware background helpful.

Skills

Problem solving

Customer relations

Teamwork

Flexibility

PC hardware

Networking basics

On-call availability

Education

High School Diploma

Associate’s Degree preferred

A+ Certification

CCNA preferred

ITE or Polytechnic in Electronics and Communications Engineering

Tools

EPOS systems

Microsoft Office

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.