Customer Engineer

1 Minute ago • All levels • Software Development & Engineering

Job Summary

Job Description

NCR VOYIX Corporation is a global leader in digital commerce solutions for retail, restaurant, and banking industries, with a rich history of innovation. Headquartered in Atlanta, Georgia, with 16,000 employees in 35 countries, NCR VOYIX transforms experiences with cloud-based SaaS and services. This Customer Engineer role involves installing, maintaining, and repairing equipment within an assigned territory, ensuring high customer satisfaction. Responsibilities include diagnosing and replacing components on various NCR Voyix equipment, assisting with site preparation, and managing parts inventory. The role requires strong technical aptitude and customer relationship skills.
Must have:
  • Install, maintain, and repair equipment in assigned territory.
  • Ensure continuity of customer operations and high satisfaction.
  • Own customer problems until resolved or SLA compliant.
  • Diagnose, repair, and replace components on NCR Voyix equipment.
  • Install new or upgrade existing equipment per SOW.
  • Assist in site preparation, including cabling and testing.
  • Perform modular swaps and unit replacements.
  • Undergo training and certification for working at height or with power tools.
  • Respond to customer concerns, resolving or escalating as needed.
  • Build working relationships with customers locally.
  • Represent NCR Voyix positively.
  • Perform periodic preventative maintenance on products.
  • Responsible for NCR Voyix assets used in service delivery.
  • Maintain appropriate parts inventory and record keeping.
  • Accurately and promptly report calls, activity, and expenses.
  • Capture detailed customer asset information for invoicing.
  • May be dispatched daily or establish own schedule to meet SLA.
  • May require prolonged travel, lifting up to 50 lbs (25 kg).
  • May require bending, squatting, walking, standing, sitting for prolonged periods.
  • Participate in shift patterns, including weekends and evenings.
  • May participate in night shifts for 24x7 customer support.
  • Achieve Key Performance Indicators for customer satisfaction and quality.
Good to have:
  • Associate's Degree in Technology
  • Technology Certifications
  • Experience with NCR equipment
  • Electronics Qualification
  • IT Qualification
  • EPOS Maintenance
  • EPOS Installation
  • Desktop Hardware Experience

Job Details

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

  • Installation, maintenance, and repairs on equipment within an assigned territory to ensure continuity of customer operations and high levels of customer satisfaction.
  • May be requested to work outside of the assigned area as determined by projects, to cover for colleagues, and at times of demand peaks.
  • Ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and or in compliance with agreed upon Service Level Agreements (SLA).
  • Diagnose, repair, and replace components on any equipment supported by NCR Voyix including but not limited to Point of Sale, Self-service checkout, servers and other back office equipment, handheld terminals, and associated peripherals.
  • Installation of new, or to upgrade existing equipment, in line with the Statement of Work (SOW).
  • Assisting in site preparation, including installation of cable, staging of equipment, and testing of equipment; may also perform required modular swaps and unit replacements.
  • Subject to required training and certification which may be required to work at height e.g., ladders, MEWP, and or use handheld power tools
  • Field Service Technician responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower.
  • Build working relationships with customers and develop informal communication channels with customer account at the local level
  • Represents NCR Voyix in a manner that reflects positively on the image and reputation of the company.
  • Performs periodic preventative maintenance on assigned products; Diagnoses problems, makes repairs, and replaces components or modules.
  • Responsible for all NCR Voyix assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management
  • Maintain an appropriate parts inventory as well as parts record keeping.
  • Accurate and prompt reporting of calls and activity, as well as other reporting as required; Tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.
  • Capturing detailed customer asset information and other data required to complete any invoicing or billing activities.
  • May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports to meet SLA
  • May require prolonged travel, carrying and lifting parts of varying weights (up to 50 lbs. or 25 kg); May require bending/squatting, walking/standing/sitting for prolonged periods;
  • Participate in the Shift Pattern for the operating area – this may include weekend and evening working as determined by the Customer Coverage and SLA requirements.
  • May be asked to participate in a night shift where 24 x 7 customer support is needed, additional allowance may payable, as per country guidelines; May include occasional Night working to support deployment projects
  • Work to achieve the Key Performance Indicators established on a routine basis in order to ensure high levels of customer satisfaction, superior quality outcomes, awareness and maintenance of cost and safe operations as highest priority.

BASIC QUALIFICATIONS

  • Clean Driving License required
  • High School Diploma or equivalent years of related experience
  • Basic Computer skills to include Windows OS navigation and basic familiarity with Microsoft Office suite
  • Experience in PC Hardware Maintenance and support. Works well with minimal supervision; Good problem-solving skills; Ability to pick up new skills quickly; Ability to work under pressure; Ability to meet deadlines and produce high quality work
  • Excellent interpersonal skills/customer relationship skills required.
  • High level of mechanical/electrical aptitude; Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required.
  • High level of personal integrity; Support and promote teamwork and cooperative effort.
  • Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-calls.

Role Requirements

  • Must be licensed to operate a motor vehicle in your jurisdiction, and agree to periodic and controlled review of telematics (GPS) data for risk analysis of driving behavior while conducting company business in a company provided vehicle (as applicable)

PREFERRED QUALIFICATIONS

  • Associates degree / certifications in a Technology Field preferred.
  • Previous experience in NCR or similar equipment is a plus.
  • Recognized qualification within the Electronics or IT Domain preferred.
  • EPOS maintenance or install experience is preferred; Strong desktop hardware experience may be considered if EPOS experience is limited.

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About The Company

At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.

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