Description
TITLE: Customer Engineer
LOCATION: Nigeria
GRADE: 6
About
NCR Corporation NCR Corporation (NYSE: NCR) is a global technology
company leading how the world connects, interacts and transacts with
business. NCR’s assisted- and self-service solutions and comprehensive
support services address the needs of retail, financial, travel,
hospitality, gaming, public sector, telecom carrier and equipment
organizations in more than 100 countries. NCR (www.ncr.com) is
headquartered in Duluth, Georgia.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
•
Position responsible for installation, maintenance and repairs on
equipment within an assigned territory/region to assure continuity of
customer operations and high levels of customer satisfaction
•
Responsible for ownership of customer problems or incidents until the
situation has been resolved to the customers satisfaction and or in
compliance with agreed upon Service Level Agreements
•
Required to perform work on products and services of low complexity,
specifically financial/ATM products; 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
•
Responsible for assisting in site preparation, including installation
of cable, staging of equipment, and minor testing of equipment; May also
perform required modular swaps and unit replacements
•
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
•
Build working relationships with customers and develop informal
communication channels with customer account at the local level;
Represents NCR in a manner that reflects positively on the image and
reputation of the company
•
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 institution
•
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
•
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
• May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
•
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; May be required to work
on rotating shifts
•
Ensure staff productivity measures are achieved; Work together with
Call Center Staff via PDA to recover machines; Work together with
Security Escort Officer
•
Retail EPOS maintenance or install experience is required; Strong
desktop hardware experience may be considered if EPOS experience is
limited
Qualifications
BASIC QUALIFICATIONS:
High School Diploma or equivalent
0-1 years of related experience
Ability to work with Microsoft Office suite; Experience on Windows XP, Windows 2000 operating systems required
Experience in PC Hardware Maintenance and support A+
Certification ITE or Polytechnic in Electronics and Communications Engineering
PREFERRED QUALIFICATIONS:
Associate’s Degree preferred
Previous experience in NCR or similar equipment is a plus
CCNA preferred
EEO
Statement Integrated into our shared values is NCR's commitment to
diversity. NCR is committed to being a globally inclusive company where
all people are treated fairly, recognized for their individuality,
promoted based on performance and encouraged to strive to reach their
full potential. We believe in understanding and respecting differences
among all people. This concept encompasses but is not limited to human
differences with regard to race, ethnicity, religion, gender, culture
and physical ability. Every individual at NCR has an ongoing
responsibility to respect and support a globally diverse environment.
Statement
to Third Party Agencies To ALL recruitment agencies: NCR only accepts
resumes from agencies on the NCR preferred supplier list. Please do not
forward resumes to our applicant tracking system, NCR employees, or any
NCR facility. NCR is not responsible for any fees or charges associated
with unsolicited resumes.
Job
: Customer EngineeringPrimary Location
: Middle East and Africa (MEA)-Nigeria-Nigeria-LagosSchedule
: Full-timeEducation Level
:Bachelor's DegreeJob Posting
: Sep 22, 2015, 5:00:00 AM
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