Customer Engineer (II)

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 maintenancePerforms periodic preventative maintenance on assigned productsDiagnoses 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 InstallationPerforms shop or site staging of equipment as assignedAssists, 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
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 transportationResponsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
T&M Revenue- meet or exceed plan based on territory or country/region goal
Closed Calls/CE/Day based on territory or country/region goalUtilization Rate based on territory or country/region goalOpen Calls/CE/Day based on territory or country/region goalLocal Parts Fill Rate/Day based on territory or country/region goalCustomer Satisfaction based on territory or country/region goalCall backs - based on territory or country/region goalSRL/SLA Percentage of SLA Met based on territory or country/region goalFVR - based on territory or country/region goal
Other Requirements
Valid Drivers' License and cleared background check and drug screen
Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required
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
May require prolonged travel, carrying and lifting a tool kit/parts of varying weights (1- 50 lbs.)
May require bending/squatting, walking/standingsitting for prolonged periodsExposure to enclosed spaces, dust, drafts, and damp areasAssuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squattingFunction under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers)

QualificationsEducation
College degree or certificate in electronics or computer technology is preferred.Acceptable advanced training may consist of: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