Customer Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of assigned customer incidents until resolution or proper escalation occurs.

• Conduct minor repairs and replace components on Tier I equipment, such as PCs, workstations, peripherals, printers, POS systems, ATMs, kiosks, and proof encoders.

• Support site preparation, cable installation, equipment staging, and basic equipment testing.

• Execute modular swaps, unit replacements, and preventative maintenance services.

• Foster customer relationships and maintain open communication throughout service activities.

• Comprehend and adhere to customer SLA requirements, escalating issues as necessary.

• Install and configure hardware, perform hardware modifications, first-line maintenance, and multi-vendor maintenance.

• Diagnose issues and uphold appropriate security protocols when handling ATMs or working with financial institutions.

• Stage equipment at shops or customer locations and assist with equipment installation.

• Manage NCR assets and keep parts inventory and records up to date.

• Accurately and promptly report calls, activities, expenses, customer asset information, invoicing, and billing data.

• Achieve territory or country/region objectives for revenue, call volume, utilization, parts fill rate, customer satisfaction, callbacks, and SLA performance.

⛳️ Requirements

• High School Diploma is the minimum educational requirement.

• Possession of a valid driver's license.

• Successful completion of a background check and drug screening.

• Willingness to work nights, weekends, overtime, flexible shifts, and on-call duties.

• College degree or certificate in electronics or computer technology is preferred.

• Acceptable advanced training includes one year of college-level courses, equivalent military training, or training in electronics/computer technology.

• Completion of one year of electronics or computer training at a recognized trade school, encompassing both theory and hands-on experience.

• A+ Certification is recognized as acceptable training.

• Job-related experience with electronic or electromechanical devices is preferred but not mandatory.

• Previous work as an electronics bench or rework technician is preferred.

• Capability to travel for extended periods and carry/lift tool kits or parts weighing between 1–50 lbs.

• Ability to bend, squat, walk, stand, sit, reach, push, pull, twist, climb, stoop, and work in cramped or unconventional positions.

• Capacity to work under pressure and effectively engage with potentially dissatisfied customers.

🏝️ Benefits

• Opportunities for learning and making a significant contribution.

• Meaningful and relevant work experiences.

• Equal-opportunity employment.