NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the worldâ™s first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.
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 âœanywhere, anytimeâ convenience that todayâ™s consumers demand.
JobDescriptionThe CustomerEngineer 2 (CE2) provides installation, maintenance and repairs on equipmentwithin an assigned territory/region to assure continuity of customer operationsand high levels of customer satisfaction. The CE has ownership of customerproblems or incidents until the situation has been resolved to the customer'ssatisfaction and or in compliance with agreed upon Service Level Agreements. TheCE performs Tier II/III work on products and services of medium complexity. TierII/III products include large servers and mainframe computers and peripherals,large system printers and plotters, enterprise level servers, networks andsoftware, item processing reader/sorters and networking issues on imagingsystems, medium/high complexity networking/communications equipment, network andsystems management/protocols (Ethernet, Token-Ring, Star LAN, NetBIOS, X.25).Primary services include installation, software support, network management,hardware maintenance and multi-vendor ma
intenance. Tier II/III workload shouldbe greater than 40% of overall workload.
KeyAreas of Responsibility
Build working relationships withcustomers and develop informal communication channels with customer account atthe local level (ie Bank Branch, Store or Office).
Responsible for ownership of allcustomer issues/needs that are voiced or observed and actsappropriately.
May provide support to AssociateCustomer Engineer and/or Service Representative/Service Technician Tech whennecessary.
Understand and perform the variouscustomer Service Level Agreement (SLA) requirements and elevate or escalateissues when appropriate, and/or according to establishedprocedures.
Communicate to all levels -Service/Installation Coordinator/Customer/Control Tower, throughout the entireservice activity.
Represent NCR in a manner thatreflects positively on the image and reputation of thecompany
Verify that the site environmentmeets the requirements prior to installation or rollout.
Install customer systems accordingto the installation plan, certify that the installation or setup of the productmeets the customer's requirements, NCR Installation specifications, as well asproviding all product related documentation in a timely matter and perform apost installation review and report findings to the appropriate CScontact.
HardwareMaintenance Service/Multi-Vendor Maintenance
Analyze and correct all technicalproblems on equipment within assigned customer accounts.
Perform periodic preventivemaintenance routines on products and installs modifications toequipment.
Perform overhauls and maintenancerepair as a matter of routine.
SoftwareSupport
Respond to a customer call, whichwill include problem identification, escalation and resolution of operatingsystem software problems.
Responsible to keep customerinformed during the problem resolution process.
Perform service verification andcustomer satisfaction surveys relating to the situation.
NetworkManagement
Responsible for network faultmanagement, assists in the performance management on traffic, configurationmanagement, security management, software management, accounting management andremote system management.
AssetManagement
Responsible for all NCR assets thatwill be used in the delivery of customer services (i.e. tools, software,vehicles, documentation, and intellectual property).
Maintain an appropriate partsinventory as well as parts record keeping.
Control expenses
Responsible for the promptcompletion and accuracy of all administrative functions.
Educationand Experience
Four-year degree in electronics orcomputer technology preferredTraining
Acceptableadvanced training may consist of:
Two years of college-level coursesor training in electronics or computer technology
Two years of electronics or computertraining at a recognized trade school and/or equivalent Military training toinclude both theory and in-class hands on time.
ExperiencePreferred
Two-to-four years experience incomputer system support in a customer field environment ispreferred.
Experience in customer services in afield or remote position is acceptable.
Requirements/Environment
Valid Drivers' License and clearedbackground check and drug screen.
Ability to work nights, weekends,overtime, flex shifts and on-call shifts are required.
Interested in a position at NCR?
Interested candidatesplease visit http://www.ncr.com/careers to apply forCustomer Engineer with the job code 576760.