Install Customer Engineer Rep II

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

Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support

Provide installation, maintenance and repairs on SCO (Self-Checkout) and/or POS (Point of Sale) 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

Responsible for leading installation activity, at customer locations, to ensure a timely and high quality installation; responsible for guiding and directing onsite installation assistants.

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 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

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 reviewing future schedule and planning his/her travel (airfare – if required, hotel, and rental car) schedule accordingly and within NCR Travel Policy.

 

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

 

Travel (up to 90%)

 

Extensive customer service skills

 

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

 

A+ Certification

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