Customer Engineer

Role Overview

Customer Engineer at NCR Atleos, headquartered in Atlanta. The position is responsible for installation, maintenance, and repairs on equipment within an assigned territory or region.

Company Overview

NCR Atleos is a leader in expanding financial access with 20,000 dedicated employees. The organization optimizes branch operations, improves operational efficiency, and maximizes self-service availability for financial institutions and retailers across the globe.

Role Purpose

Install, maintain, and repair financial and ATM equipment to assure continuity of customer operations and high levels of customer satisfaction. Own customer problems or incidents until resolved in compliance with agreed-upon Service Level Agreements.

Key Responsibilities

Installation & Maintenance

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

Customer Relationship Management

• Respond to all customer concerns or problems by resolving them or escalating to the proper associate, team member, territory manager, or Control Tower.
• 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.

Security & Compliance

• Follow appropriate security procedures when working with ATMs and within financial institutions.

Asset & Inventory Management

• Own all NCR assets used in the delivery of customer services, including tools, software, vehicles, documentation, and intellectual property.
• Maintain an appropriate parts inventory and parts record keeping.

Reporting & Documentation

• Report all calls and activity accurately and promptly.
• Track and report all expenses incurred in the delivery of services, including telephone, private automobile, or public transportation.
• Capture detailed customer asset information and other data required to complete invoicing or billing activities.

Operational Support

• Ensure staff productivity measures are achieved.
• Work together with Call Center Staff via PDA to recover machines.
• Work together with Security Escort Officer.

Scheduling & Dispatch

• May be dispatched daily on a call-by-call basis or may establish own daily schedule on the basis of automated reports.

Qualifications & Experience

• Driving license (mandatory).
• Experience on Windows operating systems (required).
• Experience in PC Hardware Maintenance and support.
• Degree in Electronics, Engineering, or a technical field.
• Previous experience with NCR or similar equipment is a plus.
• CCNA certification preferred.

Skills & Competencies

• Ability to work with Microsoft Office.
• Technical troubleshooting and diagnostic skills.
• Customer service and communication skills.

Additional Information

• May require prolonged travel.
• May require carrying and lifting tool kit or parts of varying weights (1–50 lbs.).
• May require bending, squatting, walking, standing, or sitting for prolonged periods.
• May be required to work on rotating shifts.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.