Customer Engineer

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

📋 Description

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

• Execute minor repairs and replace components on Tier I equipment, which includes PCs, workstations, peripherals, printers, POS systems, ATMs, kiosks, and proof encoders.

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

• Carry out modular swaps, unit replacements, and preventative maintenance tasks.

• Address customer concerns and maintain accountability until resolution, adhering to SLA parameters.

• Foster customer relationships and establish communication channels at the local level.

• Conduct hardware installation, setup, modifications, first-line maintenance, and multi-vendor maintenance.

• Diagnose issues, perform minor repairs, and replace module-level components as needed.

• Adhere to security protocols when working with ATMs or within financial institutions.

• Stage equipment either at shops or customer sites and support site preparation and installation efforts.

• Manage NCR assets, tools, software, vehicles, documentation, and parts inventory effectively.

• Accurately document calls, activities, expenses, customer assets, invoicing, and billing data.

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

⛳️ Requirements

• 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 shifts as required.

• High School Diploma is required as the minimum educational qualification.

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

• Acceptable advanced training may consist of one year of college courses, equivalent military training, or specialized electronics/computer technology training.

• Completion of one year of electronics or computer training at an accredited trade school, including both theoretical and hands-on classroom instruction.

• A+ Certification is required.

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

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

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

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

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

🏝️ Benefits

• Opportunities to learn and make a significant contribution.

• Engaging and relevant work experiences.

• A culture that values innovation and principles.

• Opportunities to explore new adventures and shape your own career path.