Customer Engineer I
- NCR Atleos
- 3 - 8 years
- Hyderabad
- 2 months ago
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Job Description
Education and Experience
- College degree or certificate in electronics or computer technology is preferred.
- One year of College level courses, equivalent military training, or training in electronics or computer technology.
- One year of electronics or computer training at a recognized trade school to include both theory and in-class hands on time.
- A+ Certification
- Experience preferred
- Job-related experience in electronic or electromechanical devices preferred, but not required
- Previous experience as an electronics bench or rework technician
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
- Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance
- 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 ATMs 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
- TM 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 goal
Requirements/ Environment
- Valid Drivers License and cleared background check and drug screen
- Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required
Work 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)
Qualifications
- Education: College degree or certificate in electronics or computer technology is preferred.
- Training: One year of College level courses, equivalent military training, or training in electronics or computer technology. One year of electronics or computer training at a recognized trade school to include both theory and in-class hands on time. A+ Certification
- Job: Customer Engineering
- Primary Location: Asia Pacific (APAC)-India-India
- Schedule: Full-time
- Education Level: High School Diploma
Job Classification
Industry: BankingFunctional Area / Department: Production, Manufacturing & EngineeringRole Category: EngineeringRole: Application EngineerEmployement Type: Full timeContact Details:
Company: NCR AtleosLocation(s): Hyderabad+ View Contact
Keyskills: Service level Customer satisfaction Billing Intellectual property Flex Swaps Customer service Asset management Operations Recruitment
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NCR Atleos
NCR Corporation is a global leader in enterprise technology solutions, specializing in software, hardware, and services for industries such as banking, retail, and hospitality. The company provides point-of-sale systems, ATMs, self-service kiosks, and digital banking platforms that enable seamless c...
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