Ingeniero Senior de Atención al Cliente

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

📋 Description

• The Customer Service Engineer will be responsible for the installation, maintenance, and repair of equipment within a designated territory, ensuring operational continuity for the client and high levels of satisfaction.

• May be required to work outside of the usual area depending on project needs, coverage for colleagues, or peak demand periods.

• Take full ownership of customer incidents until resolution, ensuring adherence to Service Level Agreements (SLA).

• Diagnose, repair, and replace components on equipment supported by NCR Voyix, including point of sale systems, self-service kiosks, servers, handheld terminals, and associated peripherals.

• Install new equipment or upgrade existing ones according to the Statement of Work (SOW).

• Prepare the site for installation, including necessary cabling, testing, and adjustments.

• Comply with training and certification requirements, which may involve working at heights and using portable electric tools.

• Address and resolve customer concerns, escalating when necessary.

• Build strong relationships with clients and maintain effective communication channels.

• Represent NCR Voyix professionally, reflecting the company's image and reputation.

• Conduct preventive maintenance, diagnostics, and periodic repairs.

• Properly manage assigned assets (tools, software, vehicles, documentation).

• Maintain accurate inventories and records of parts and activities.

• Prepare timely reports on calls, activities, and service-related expenses.

• Capture detailed information about customer assets for billing processes.

• Adhere to shift patterns, including weekends and night hours, as per client needs.

• Achieve established Key Performance Indicators (KPI), prioritizing safety, quality, and operational efficiency.

⛳️ Requirements

• Valid driver's license with no infractions.

• Completed secondary education or equivalent experience.

• Basic computer skills, including knowledge of Windows and Microsoft Office.

• Experience in PC hardware maintenance and support.

• Ability to work with minimal supervision, solve problems, learn quickly, and meet deadlines under pressure.

• Excellent interpersonal skills and customer orientation.

• Mechanical and electrical aptitude; experience with computer hardware, networking, and peripherals.

• Personal integrity and willingness to work as part of a team.

• Availability for flexible hours, including nights, weekends, and on-call duties.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off