Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the “anywhere, anytime†convenience that today’s consumers demand.
Position DescriptionThe Customer Engineer 2 (CE2) provides installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. The CE has ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and or in compliance with agreed upon Service Level Agreements. The CE performs Tier II/III work on products and services of medium complexity. Tier II/III products include large servers and mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25). Primary services include installation, software support, network management, hardware maintenance a
nd multi-vendor maintenance. Tier II/III workload should be greater than 40% of overall workloadEducation and Experience
Four-yeardegree in electronics or computer technology preferred
Acceptable advanced training may consist of:
Twoyears of college-level courses or training in electronics or computertechnology
Twoyears of electronics or computer training at a recognized trade schooland/or equivalent Military training to include both theory and in-classhands on time.
Experience Preferred
Two-to-fouryears experience in computer system support in a customer fieldenvironment is preferred.
Experiencein customer services in a field or remote position is acceptable.
Key Areas of Responsibility
CustomerRelations/Customer Satisfaction
Managecustomer incidents as assigned
Buildworking relationships with customers and develop informal communicationchannels with customer account at the local level (ie Bank Branch, Storeor Office).
Responsiblefor ownership of all customer issues/needs that are voiced or observed andacts appropriately.
Mayprovide support to Associate Customer Engineer and/or ServiceRepresentative/Service Technician Tech when necessary.
Understandand perform the various customer Service Level Agreement (SLA)requirements and elevate or escalate issues when appropriate, and/or accordingto established procedures.
Communicateto all levels - Service/Installation Coordinator/Customer/Control Tower,throughout the entire service activity.
RepresentNCR in a manner that reflects positively on the image and reputation ofthe company
Installation Services
Verifythat the site environment meets the requirements prior to installation orrollout.
Installcustomer systems according to the installation plan, certify that theinstallation or setup of the product meets the customer's requirements,NCR Installation specifications, as well as providing all product relateddocumentation in a timely matter and perform a post installation reviewand report findings to the appropriate CS contact.
Hardware Maintenance Service/Multi-Vendor Maintenance
Analyzeand correct all technical problems on equipment within assigned customeraccounts.
Performperiodic preventive maintenance routines on products and installsmodifications to equipment.
Performoverhauls and maintenance repair as a matter of routine.
Software Support
Respondto a customer call, which will include problem identification, escalationand resolution of operating system software problems.
Responsibleto keep customer informed during the problem resolution process.
Performservice verification and customer satisfaction surveys relating to thesituation.
Network Management
Responsiblefor network fault management, assists in the performance management ontraffic, configuration management, security management, softwaremanagement, accounting management and remote system management.
Asset Management
Responsiblefor all NCR assets that will be used in the delivery of customer services(i.e. tools, software, vehicles, documentation, and intellectualproperty).
Maintainan appropriate parts inventory as well as parts record keeping.
Controlexpenses
Responsiblefor the prompt completion and accuracy of all administrative functions.
TE04 Infrastructure: Software
Knowledgeof the existing and planned software technology and the global, regional,and/or local software architecture and industry components. 1 2 3
TC04PC Workstation Hardware
Knowledgeof the hardware and connectivity components of a single user workstationin a stand-alone and server environment. 1 2 3
TE11PC Workstation Software
Knowledgeof the software, connectivity, computing, data service and interfacesavailable to a single-user workstation (e.g., Windows, OS/2, UNIX, etc.) 12 3
Systems/Software
SystemsArchitecture (e.g., Client/server architecture, Web based systems)
Standardoperating systems (e.g., Windows, OS/2)
Securityissues (e.g., virus protection, physical and access security)
Databasemanagement systems (e.g., SQL interfaces, remote data)
Networkand systems management systems/protocols (e.g., Ethernet, SNA, WAN)
Interested candidates please send in your profile to sr250131@ncr.com
Helplead the way to the next generation of self-service technology byrevolutionizing how consumers interact with businesses around the world.
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