Customer Engineer - New Zealand (Auckland)

The Customer Engineer is responsible for the installation, maintenance, and repair of equipment within an assigned territory, ensuring high customer satisfaction and operational continuity. This includes diagnosing, repairing, and replacing components on various NCR Voyix equipment like Point of Sale, self-service checkouts, servers, and peripherals. The role involves installing new systems, upgrading existing ones, assisting with site preparation, performing preventative maintenance, managing parts inventory, and accurate reporting, while adhering to KPIs and working flexible shifts.

Must Have

• Install, maintain, and repair equipment in an assigned territory.
• Own customer problems until resolved or compliant with SLA.
• Diagnose, repair, and replace components on NCR Voyix equipment (POS, self-checkout, servers, handheld terminals, peripherals).
• Install new or upgrade existing equipment per Statement of Work.
• Assist in site preparation, including cable installation and equipment staging.
• Respond to customer concerns, escalating as needed.
• Build working relationships with customers at the local level.
• Perform periodic preventative maintenance on assigned products.
• Responsible for NCR Voyix assets (tools, software, vehicles, documentation, intellectual property).
• Maintain appropriate parts inventory and record keeping.
• Accurate and prompt reporting of calls, activity, and expenses.
• Capture detailed customer asset information for invoicing.
• Participate in shift patterns, including weekend and evening working.
• Work to achieve Key Performance Indicators for customer satisfaction, quality, cost, and safe operations.
• Possess a clean Driving License and be licensed to operate a motor vehicle.
• Have a High School Diploma or equivalent years of related experience.
• Demonstrate basic computer skills including Windows OS navigation and Microsoft Office suite familiarity.
• Possess experience in PC Hardware Maintenance and support.
• Capable of working under pressure and meeting deadlines with high-quality work.
• Display excellent interpersonal skills and customer relationship skills.
• Have a high level of mechanical/electrical aptitude.
• Experience maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs.
• Demonstrate a high level of personal integrity and support teamwork.
• Ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-calls.

Good to Have

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

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.

Offers of employment are conditional upon passage of screening criteria applicable to the job