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) Competencies Attributes • Attribute: Inherent traits and/or developed characteristics that represent attitudes, beliefs, values, assumptions, mental models, perceptual styles/preferences, motives, self concepts. • NCR Shared Values • Success Attributes and Behavior Definitions Knowledge/Skill Proficiency Level descriptors 0 1 2 3 4 Lacks practical experience or training to apply knowledge/skill Comprehends basic concepts; needs support from others Handles routine tasks; applies knowledge/skill independently Performs complex tasks and can lead/coach others.
Subject matter expert in knowledge/skill area Customer Relations Competency Set Proficiency Level Skill ID Skill Name Basic (L1) Intermediate (L2) Advanced (L3) CKO20A Customer Focus Understands and anticipates the customer's needs and preferences; dedicated to providing the highest quality solutions which meet the (apparent and underlying) needs and requirements of internal and external customers. 1 2 3 CPW15 Relationship Building The ability to manage relationships to deliver business results that meet customer' needs.
Creates atmosphere in which timely and high quality information flows between self and others. Encourages and values consensus, diversity, flexibility and teamwork.
Participates openly and honestly; shares opinions, knowledge and experiences with others. 1 2 3 CK040a Communication Ability to clearly express ideas and exchange information with others in a business environment using various media.
Achieves understanding with individuals and groups of people through effective verbal and written communication that is adjusted to the characteristics and needs of the audience. 1 2 3 Analysis & Planing Competency Set Proficiency Level Skill ID Skill Name Basic (L1) Intermediate (L2) Advanced (L3) CPA01A Analysis and Planning Ability to think critically; to recognize/anticipate a problem and to identify, plan and implement the best solutions in a timely manner.
Ability to reflect on and analyze information/data, assess risks and opportunities, form conclusions and develop plans for resolution in support of the business objectives. 1/2 3 4 TG12 Technical Troubleshooting Procedures used to seek and correct defects, errors and malfunctions of components, parts or elements.
1 2 3 FC25 Incident Management Process (IMP) Knowledge of the features and functions of knowledge based tools associated with Incident Management Process (IMP). 1 2 3 FM15 SLA Management Ability to manage customer account as outlined by the Service Level Agreements.
1/2 3 4 Technical Competency Set Proficiency Level Skill ID Skill Name Basic (L1) Intermediate (L2) Advanced (L3) TE04 Infrastructure: Software Knowledge of the existing and planned software technology and the global, regional, and/or local software architecture and industry components. 1 2 3 TC04 PC Workstation Hardware Knowledge of the hardware and connectivity components of a single user workstation in a stand-alone and server environment.
1 2 3 TE11 PC Workstation Software Knowledge of the software, connectivity, computing, data service and interfaces available to a single-user workstation (e.g.
, Windows, OS/2, UNIX, etc.) 1 2 3 Additional Technical Skills: • Personal computer skills, tools, and basic electronic skills(less)