Customer Engineer

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.

Job Description

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.

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

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. Apply To This Job