About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Customer Engineer

Description

Position Summary

Position name: Customer Engineer 1

Planning organization: Worldwide Customer Services

Planning sub-organization (optional):

Headcount function: Customer Engineering

Headcount sub-function: Customer Engineering

Title Reports to: Territory Manager

Position Description

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 customer’s 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, equivalent military training, 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 ATM’s 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)

Qualifications

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, equivalent military training, 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

Job

: Customer Engineering

Primary Location

: Asia Pacific (APAC)-India-India

Schedule

: Full-time

Education Level

:High School Diploma

Onsite

#LI-PS1

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

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

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

Customer Engineer

NCR ATLEOS

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