Customer Engineer II

NCR   •  

Anchorage, AK

Industry: Information Technology

  •  

Less than 5 years

Posted 39 days ago

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Position responsible for providing installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction
  • Perform Tier II work on products and services of medium-high complexity; Tier II 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 hardware maintenance, installation, network management, multi-vendor maintenance and software support
  • Provide installation, maintenance and repairs on ATM (second line maintenance) and/or POS (Point of Sale) equipment and other electromechanical equipment at various locations within an assigned territory/region
  • Provide continuity of customer operations and high levels of customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers and develop informal communication channels with customer account at the local level
  • Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately; May provide support to Associate Customer Engineer and/or Service; Representative/Service Technician Tech when necessary
  • Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures
  • Represent NCR in a manner that reflects positively on the image and reputation of the company
  • Verify that the site environment meets the requirements prior to installation or rollout; Install customer systems according to the installation plan, certify that the installation or setup of the product meets the customer's requirements
  • Analyze and correct all technical problems on equipment within assigned customer accounts; Perform periodic preventive maintenance routines on products and installs modifications to equipment; Perform overhauls and maintenance repair as a matter of routine; May also perform required modular swaps and unit replacements or perform preventative maintenance services
  • Respond to a customer call, which will include problem identification, escalation and resolution of operating system software problems; Responsible to keep customer informed during the problem resolution process; Perform service verification and customer satisfaction surveys relating to the situation
  • Responsible for network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management
  • Responsible for the prompt completion and accuracy of all administrative functions, including assisting in producing, installing modifications and/or upgrades, updating the customer on activities and updating any needed databases
  • Sell supplies, low-end equipment, OEM products as well as NCR maintenance contracts for basic and/or extended service; Insures accurate charging for all billable services
  • 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 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
  • 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

BASIC QUALIFICATIONS:

High School Diploma or equivalent

1-3 years of related experience

A+ Certification

Personal computer skills (Microsoft Operating Systems and Associated Office Suite Components), tools, and basic electronic skills; Specific hardware and operating system knowledge on assigned products

Systems Architecture (e.g., Client/server architecture, Web based systems)

Ability to work a flexible schedule including nights, weekends, overtime, flex shifts and on-call

Database management systems (e.g., SQL interfaces, remote data)

Network and systems management systems/protocols (e.g., Ethernet, SNA, WAN)

PREFERRED QUALIFICATIONS:

Associate's Degree preferred

3+ years of related experience