Customer Engineer

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

📋 Description

• Install, maintain, and repair equipment in a designated territory or region.

• Take ownership of customer issues or incidents until resolution or escalation in accordance with the agreed Service Level Agreements.

• Execute tasks on low-complexity financial and ATM products.

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

• Assist with site preparation, cable installation, equipment staging, and minor testing of equipment.

• Perform modular swaps and unit replacements as needed.

• Address customer concerns by resolving or appropriately escalating them.

• Foster customer relationships and represent NCR in a positive manner.

• Conduct preventative maintenance, diagnose issues, and perform module-level repairs.

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

• Manage NCR assets, tools, software, vehicles, documentation, and intellectual property utilized for customer services.

• Keep parts inventory and records up to date.

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

• Handle daily dispatches or set schedules based on automated reports.

• Travel frequently and carry/lift tool kits and parts weighing between 1–50 lbs.; work rotating shifts as necessary.

• Meet staff productivity standards.

• Coordinate with Call Center Staff via PDA for machine recovery.

• Collaborate with Security Escort Officers.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Proficiency in using the Microsoft Office suite.

• Experience with Windows XP and Windows 2000 operating systems.

• Background in PC Hardware Maintenance and support.

• A+ Certification is required.

• ITE or Polytechnic degree in Electronics and Communications Engineering.

• Capability to work with minimal supervision.

• Strong problem-solving abilities.

• Quick learner with the capacity to acquire new skills rapidly.

• Ability to perform under pressure.

• Competence in meeting deadlines and producing high-quality work.

• Excellent interpersonal and customer relationship skills.

• High level of mechanical and electrical aptitude.

• Experience in maintaining computer hardware, including desktops, servers, peripherals, routers, networks, switches, and hubs.

• High level of personal integrity.

• Ability to support and encourage teamwork and cooperative efforts.

• Flexibility to work a varied schedule, including nights, weekends, overtime, flex shifts, and on-call as required.

• Retail EPOS maintenance or installation experience is required; strong desktop hardware experience may be considered if EPOS experience is limited.

• An Associate’s Degree is preferred.

• Previous experience with NCR or similar equipment is advantageous.

• CCNA certification is preferred.

• Must successfully pass the screening criteria relevant to the position.

🏝️ Benefits

• Equal-opportunity employment policy.

• Employment is contingent upon the successful passage of applicable screening criteria.