Customer Engineer NCR Corporation

Experience 4 - 7 Years
Industry Type IT Software, Software Services
Role Customermer Support Engineer/Technician
Functional Area IT-Support, Telecom, Hardware
Education UG - B.Tech/B.E. - Electrical, Electronics/Telecomunication, Diploma - Electrical, Electronics/Telecomunication
PG - Any PG Course
Location Patna
Keywords Customer Engineer, Customer Relationship, Diagnoses Problems, Documentation, PC Hardware Maintenance

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:

4 years Bachelor Degree or 3 years Diploma in electronics or electrical engineering.

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

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

CCNA preferred

Qualifications

BASIC QUALIFICATIONS:

4 years Bachelor Degree or 3 years Diploma in electronics or electrical engineering.

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