Customer Engineer

Role Overview

Customer Engineer at NCR Atleos, headquartered in Atlanta. This position is part of NCR Atleos' Emiratization program and is open exclusively to UAE Nationals (Emirati citizens).

Company Overview

NCR Atleos is a leader in expanding financial access. The company employs 20,000 dedicated employees who optimize the branch, improve operational efficiency, and maximize self-service availability for financial institutions and retailers across the globe.

Role Purpose

Install, maintain, and repair equipment within an assigned territory or region to assure continuity of customer operations and high levels of customer satisfaction. Own customer problems and incidents until resolution in compliance with Service Level Agreements.

Key Responsibilities

Installation and Maintenance

• Perform installation, maintenance, and repairs on financial and ATM products and services of low complexity.
• Make minor repairs and replace components on Tier I equipment such as PCs, workstations, peripherals, and printers.
• Perform Second Line Maintenance on ATMs and kiosks.
• Perform maintenance on single-pocket proof encoders.
• Perform modular swaps and unit replacements as required.
• Assist in site preparation, including installation of cable, staging of equipment, and minor testing of equipment.
• Perform periodic preventative maintenance on assigned products.
• Diagnose problems and replace components at the module level.

Customer Service and Support

• Respond to all customer concerns or problems by resolving them or escalating to the proper associate, team member, territory manager, or Control Tower.
• Own customer problems or incidents until resolution to customer satisfaction and/or compliance with agreed Service Level Agreements.
• Build working relationships with customers and develop informal communication channels with customer accounts at the local level.
• Represent NCR in a manner that reflects positively on the image and reputation of the company.
• Ensure excellent interpersonal and customer relationship skills in all interactions.

Operations and Compliance

• Follow appropriate security procedures when working with ATMs or within financial institutions.
• Ensure staff productivity measures are achieved.
• Work together with Call Center staff via PDA to recover machines.
• Work together with Security Escort Officers.
• May be dispatched daily on a call-by-call basis or establish own daily schedule based on automated reports.
• Maintain an appropriate parts inventory and parts record keeping.

Asset and Documentation Management

• Manage all NCR assets used in delivery of customer services, including tools, software, vehicles, documentation, and intellectual property.
• Capture detailed customer asset information and other data required to complete invoicing or billing activities.
• Conduct accurate and prompt reporting of calls and activity.
• Report all expenses incurred in the delivery of services.
• Maintain tracking and reporting of all expenses.

Qualifications & Experience

• High School Diploma or equivalent.
• 0–1 years of related experience.
• Retail EPOS maintenance or installation experience required. Strong desktop hardware experience may be considered if EPOS experience is limited.
• Experience in PC hardware maintenance and support.
• Experience maintaining computer hardware, including desktops, servers, peripherals, routers, networks, switches, and hubs.
• A+ Certification required.
• ITE or Polytechnic qualification in Electronics and Communications Engineering required.
• Associate's Degree preferred.
• Previous experience with NCR or similar equipment is a plus.
• CCNA certification preferred.

Skills & Competencies

• Ability to work with Microsoft Office Suite.
• Experience with Windows operating systems.
• High level of mechanical and electrical aptitude.
• Good problem-solving skills.
• Ability to learn new skills quickly.
• Ability to work well with minimal supervision.
• Ability to work under pressure.
• Ability to meet deadlines and produce high-quality work.
• High level of personal integrity.
• Ability to support and promote teamwork and cooperation.

Additional Information

• Must be able to work a flexible schedule, including nights, weekends, overtime, flexible shifts, and on-call support.
• May require prolonged travel.
• May require carrying and lifting tool kits and parts of varying weights (1 to 50 lbs.).
• May require bending, squatting, walking, standing, or sitting for prolonged periods.
• May be required to work rotating shifts.
• Applicants may be required to provide documentation confirming Emirati nationality during the recruitment process.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.