About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

 

The Customer Engineer 1 (CE1) is the owner of customer incidents as assigned. The Customer Engineer will make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders. The Customer Engineer will also assist in site preparation–including installation of cable, staging of equipment, and minor testing of equipment. The Customer Engineer may also perform required modular swaps and unit replacements or perform preventative maintenance services. Tier I workload should be 80% or greater of overall workload

 

The Customer Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower.  The Customer Engineer will have ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA).

 

Education and Experience

Education

• College degree or certificate in electronics or computer technology is preferred.

Training

Acceptable advanced training may consist of:

• One year of College level courses, 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

 

Experience Preferred

• Job-related experience in electronic or electromechanical devices preferred, but not required
• Previous experience as an electronics bench or rework technician

 

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 maintenance
• Performs periodic preventative maintenance on assigned products
• Diagnoses 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 Installation

• Performs shop or site staging of equipment as assigned
• Assists, 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

 

Reporting

• 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

 

Scope

• T&M Revenue- meet or exceed plan based on territory or country/region goal
• Closed Calls/CE/Day  based on territory or country/region goal
• Utilization Rate  based on territory or country/region goal
• Open Calls/CE/Day  based on territory or country/region goal
• Local Parts Fill Rate/Day  based on territory or country/region goal
• Customer Satisfaction  based on territory or country/region goal
• Call backs – based on territory or country/region goal
• SRL/SLA Percentage of SLA Met based on territory or country/region goal
• FVR – based on territory or country/region goal

 

Requirements/ Environment

 

Job 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

 

Work Environment

• 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

 

Physical Environment

• May require prolonged travel, carrying and lifting a 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
• Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting
• Function under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers)

Offers of employment are conditional upon passage of screening criteria applicable to the job.

 

EEO Statement

Integrated into our shared values is NCR’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.