NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world’s first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.
Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the “anywhere, anytime” convenience that today’s consumers demand.
Customer Engineer (Sydney)
Job Description
The Customer Engineer 2 (CE2) provides installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. The CE has ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and or in compliance with agreed upon Service Level Agreements. The CE performs Tier II/III work on products and services of medium complexity. Tier II/III 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, Star LAN, NetBIOS, X.25). Primary services include installation, software support, network management, hardware maintenance and multi-vendor maintenance. Tier II/III workload should be greater than 40% of overall workload.
Key Areas of Responsibility
* Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Bank Branch, Store or Office).
* 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.
* Communicate to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity.
* 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, NCR Installation specifications, as well as providing all product related documentation in a timely matter and perform a post installation review and report findings to the appropriate CS contact.
Hardware Maintenance Service/Multi-Vendor Maintenance
* 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.
Software Support
* 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.
Network Management
* Responsible for network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management.
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).
* Maintain an appropriate parts inventory as well as parts record keeping.
* Control expenses
* Responsible for the prompt completion and accuracy of all administrative functions.
Education and Experience
* Four-year degree in electronics or computer technology preferred
Training
Acceptable advanced training may consist of:
* Two years of college-level courses or training in electronics or computer technology
* Two years of electronics or computer training at a recognized trade school and/or equivalent Military training to include both theory and in-class hands on time.
Experience Preferred
* Two-to-four years experience in computer system support in a customer field environment is preferred.
* Experience in customer services in a field or remote position is acceptable.
Requirements/ Environment
* Valid Drivers' License and cleared background check and drug screen.
* Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required.
Interested in a position at NCR?
Interested candidates please visit http://www.ncr.com/careers to apply for Customer Engineer with the job code 576760.
