Position Summary
The Customer Engineer (CE) 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.
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).
Key Areas of Responsibility
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
