CE1-598132
TITLE: Customer Engineer (I)
LOCATION: {INSERT LOCATION}
GRADE: 3
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects,
interacts and transacts with business. NCR’s assisted- and self-service solutions
and comprehensive support services address the needs of retail, financial, travel,
healthcare, hospitality, entertainment, gaming and public sector organizations in
more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia.
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
• 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 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
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 NCR or similar equipment is a plus
CCNA preferred
EEO Statement
Integrated into our shared values is NCR's commitment to diversity.
NCR is committed to being a globally inclusive company where all people are treated fairly,
recognized for their individuality, promoted based on performance and encouraged to strive
to reach their full potential. We believe in understanding and respecting differences among
all people. This concept encompasses but is not limited to human differences
with regard to race, ethnicity, religion, gender, culture and physical ability.
Every individual at NCR has an ongoing responsibility to respect and support
a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies
on the NCR preferred supplier list. Please do not forward resumes to
our applicant tracking system, NCR employees, or any NCR facility.
NCR is not responsible for any fees or charges associated with unsolicited resumes.
BASIC QUALIFICATIONS:
High School Diploma or equivalent
: Customer Engineering
: Asia Pacific (APAC)-India-India-Mumbai
: Full-time
:High School Diploma/GED
: Oct 15, 2012, 9:30:00 AM
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