Customer Engineer

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

📋 Description

• Take ownership of assigned customer issues until they are resolved or escalated.

• Conduct minor repairs and replace parts on Tier I equipment, including PCs, workstations, peripherals, printers, front-end POS systems, ATMs, kiosks, and single-pocket proof encoders.

• Carry out first-line maintenance on ATMs and kiosks.

• Aid in site preparation tasks, which include cable installation, equipment staging, and minor equipment testing.

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

• Address customer concerns within the parameters of agreed Service Level Agreements.

• Establish and nurture working relationships with customers at local branches, stores, or offices.

• Maintain communication with Service/Installation Coordinators, customers, and the Control Tower during service activities.

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

• Troubleshoot issues and adhere to security protocols when working with ATMs and financial institutions.

• Stage equipment either in shops or at customer locations.

• Support site preparation and equipment installation, including limited modifications or Field Retrofit Orders.

• Manage NCR tools, software, vehicles, documentation, intellectual property, parts inventory, and records.

• Submit precise and timely reports regarding calls, activities, expenses, assets, invoicing, and billing.

• Achieve territory or country/region targets for revenue, calls, utilization, parts fill rate, customer satisfaction, SLA performance, and related metrics.

⛳️ Requirements

• A college degree or certificate in electronics or computer technology is preferred.

• Completion 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, including theoretical and practical hands-on experience.

• A+ Certification is required.

• Experience with electronic or electromechanical devices is preferred, but not mandatory.

• Prior experience as an electronics bench or rework technician is advantageous.

• Must possess a valid driver's license.

• Successful completion of background checks and drug screenings is necessary.

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

• Ability to travel for customer service, including the capacity to carry and lift a 1–50 lb tool kit/parts.

• Capability to engage in physical activities such as bending, squatting, walking, standing, sitting, reaching, pushing, pulling, twisting, climbing, and stooping.

• Comfortable working in enclosed, dusty, drafty, damp, cramped, and unusual environments.

• Ability to operate effectively under stress and maintain interpersonal relations.

🏝️ Benefits

• Commitment to an equal-opportunity employment policy.

• Employment is contingent upon passing applicable screening criteria.