Customer Engineer Team Lead
7 months ago
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE: Customer Engineer Team Lead
LOCATION: Saudi
GRADE: 9
Mentor/Coach: May be the entry level point for a professional role in emerging markets. Basic skills with moderate level of proficiency. Consults with senior peers on non-complex projects to learn through experience. Works under close to moderate supervision. Likely to act as an informal coach/mentor resource for colleagues with less experience.
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
& KEY AREAS OF RESPONSIBILITY:
Demonstrates technical/administrative expertise
- Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards
- Applies judgment based on practice and precedence
- Frequently resolves problems through research of multiple alternatives
- May allocate work as a team leader or check on completion or quality
- Ensures, accurate charging for all out of scope billable services.
- Ensures, accurate charging for all out of scope billable services.
- Requires team leader/supervisory knowledge and skills:
- Underlying business plan, metrics and resource planning
- Team leadership skills
- Aptitude towards supervising, training and mentoring
- Underlying business plan, metrics and resource planning
- 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
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 si
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