Customer Engineer

Position Summary

Position name: Customer Engineer

Planning organization: Worldwide Customer Services

Title Reports to: Territory Manager

Position Description

The Customer Engineer is the owner of customer incidents as assigned. The Customer Engineer will make repairs / maintenance and replace components on equipment such as ATMs and Kiosks, PCs, workstations and peripherals, printers, front-end POS systems, and Item Processing encoders. The Customer Engineer will also assist in site preparation--including installation of cable, staging of equipment, and testing of equipment. The Customer Engineer may also perform required modular swaps and unit replacements or perform preventative maintenance services. The 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. The Customer Engineer will have ownership of the customer problems or incidents until the situation has been resolved to the customer’s satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA).

Education and Experience

·College degree or certificate in electronics or computer technology or equivalent is preferred.

·Job-related experience in electronic or electromechanical devices preferred

·Previous experience as an electronics bench or rework technician

Job Requirements

·Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required

·Basic knowledge of the existing and planned software technology and the global, regional, and/or local software architecture and industry components

·Basic knowledge of the hardware and connectivity components of a single user workstation in a stand-alone and server environment

·Basic knowledge of the software, connectivity, computing, data service and interfaces available to a single-user workstation (e.g., Windows, UNIX, Networking etc.)

·Knowledge of personal computer skills, tools, and basic electronic skills

·Demonstrate & exemplify behaviour that align with NCR shared values

Key Areas of Responsibility

Customer Relations/Customer Satisfaction

·Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office).

·Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.

·Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.

·Communicates to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity.

·Represents NCR in a manner that reflects positively on the image and reputation of the company

Customer Services

Assists or delivers the following customer services:

·Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance

·Performs periodic preventative maintenance on assigned products

·Diagnoses problems, makes repairs, and replaces components. Follows appropriate security procedures when working with ATM’s and or within financial institutions.

Equipment Staging and Installation

·Performs shop or site staging of equipment as assigned

·Assists, as part of a team, in site preparation and equipment installation. May install limited modifications or Field Retrofit Orders (FROs)

·Performs any needed modular swaps and unit replacements

Asset Management

·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

Reporting

·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

Scope

·T&M Revenue- meet or exceed plan based on territory or country/region goal

·Closed Calls/CE/Day – based on territory or country/region goal

·Utilization Rate – based on territory or country/region goal

·Open Calls/CE/Day – based on territory or country/region goal

·Local Parts Fill Rate/Day – based on territory or country/region goal

·Customer Satisfaction – based on territory or country/region goal

·Call backs - based on territory or country/region goal

·SRL/SLA Percentage of SLA Met based on territory or country/region goal

·FVR - based on territory or country/region goalWork Environment

·To service accounts within a given area and may be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports

·Conducts work at customer site(s), local NCR offices, or in a virtual environment.

Physical Environment

·May require prolonged travel, carrying and lifting a tool kit/parts of varying weights (1- 50 lbs.)

·May require bending/squatting, walking/standing /sitting for prolonged periods

· Exposure to enclosed spaces, dust, drafts, and damp areas

· Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting

·Function under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers)

Agency/Employer: NCR (China) Limited
Town or City: Macao
Location: Macau
Sector: Engineering
Related Job Titles: Customer Service Engineer,Customer Service Relations
Permanent/Contract: Permanent, Full time
Experience: 0 years
Date: 08-11-2007
Salary: Not specified

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