Customer Engineer

Customer Engineer

AUSTRIA VIRTUAL, AUT | Full time

TITLE: Customer Engineer

LOCATION: Wien, Linz, Salzburg, Graz, Austria

GRADE: 7

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position responsible for providing installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction

• Perform Tier II work on products and services of medium-high complexity; Tier II products networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols

• Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support

• Provide installation, maintenance and repairs on ATM (second line maintenance) and/or POS (Point of Sale) equipment and other electromechanical equipment at various locations within an assigned territory/region

• Provide continuity of customer operations and high levels of customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers and develop informal communication channels with customer account at the local level

• 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

• Represent NCR ATLEOS 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

• 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; May also perform required modular swaps and unit replacements or perform preventative maintenance services

• 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

• Responsible for network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management

• Responsible for the prompt completion and accuracy of all administrative functions, including assisting in producing, installing modifications and/or upgrades, updating the customer on activities and updating any needed databases

• Sell supplies, low-end equipment, OEM products as well as NCR maintenance contracts for basic and/or extended service; Insures accurate charging for all billable services

• 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

• May require prolonged travel, carrying and lifting 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

• 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

BASIC & PREFERRED QUALIFICATIONS:

• Technical Diploma or equivalent technical trainings

• Native German, good English

• 2+ years of related experience

• Ability to work with Microsoft Office suite; Experience on operating systems required

• Experience in PC Hardware Maintenance and support

• Experience in IT - routing and switching

• Driving license class B

• Works well with minimal supervision; Good problem solving skills; Ability to pick up new skills quickly; Ability to work under pressure; Ability to meet deadlines and produce high quality work

• Excellent interpersonal skills/customer relationship skills required

• High level of mechanical/electrical aptitude;

• High level of personal integrity; Support and promote teamwork and cooperative effort

• Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call

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.