Customer Engineer/Buffer - Flexforce - Customer Engineer

Talentify; Camden (NJ); On-site; USD 52,000 - 78,000; Full time

Job summary

Mindlance is seeking a Customer Engineer to install, maintain, and repair equipment across a regional territory. You will own customer incidents from start to resolution, ensuring service levels are met for financial/ATM products.

The role requires hands-on hardware experience, familiarity with EPOS systems, and the ability to work flexible hours, including nights and weekends. Strong communication with customers is essential.

Qualifications

• High School Diploma or equivalent; 0-1 years of related experience.
• Experience on Windows XP/2000 operating systems required.
• Experience in PC hardware maintenance and support; A+ Certification preferred.
• Ability to work with minimal supervision; good problem solving skills.
• Must be able to work a flexible schedule including nights and weekends.

Responsibilities

• 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 resolved to customer satisfaction and in compliance with SLAs
• Perform work on low complexity products (financial/ATM) and minor repairs on Tier I equipment including PCs, POS, and peripherals
• Assist in site preparation, including cable installation, staging of equipment, and testing; may do modular swaps
• Respond to customer concerns by resolving or escalating to appropriate teams; build relationships with customers
• Maintain client assets used in service delivery and report activities and expenses promptly
• May require travel and prolonged work hours; adhere to security procedures for ATMs and financial institutions
• EPOS maintenance or install experience is required; strong desktop hardware experience may be considered

Skills

PC hardware

A+ Certification

Windows XP/2000

Troubleshooting

Customer service

Problem solving

Flexible schedule

Education

High School Diploma

Associate’s degree preferred

Electronics Eng/Tech degree

Tools

EPOS systems

MS Office

Networking basics

PC hardware tools

Job description

• 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
• 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
• Build working relationships with customers and develop informal communication channels with customer account at the local level; Represents Client 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 Client 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; 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 0-1 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

PREFERRED QUALIFICATIONS:

Associate?s Degree preferred Previous experience in Client or similar equipment is a plus.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans