Customer Engineer

Role Overview

Customer Engineer at NCR Atleos, headquartered in Atlanta. The role involves installation, maintenance, and repairs on equipment within an assigned territory or region.

Company Overview

NCR Atleos is a leader in expanding financial access. The organization 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 to assure continuity of customer operations and high levels of customer satisfaction. Own customer problems or incidents until resolution in compliance with agreed upon Service Level Agreements.

Key Responsibilities

Installation & Maintenance

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

Customer Relationship & Communication

• Build working relationships with customers and develop informal communication channels with customer account at the local level.
• Respond to all customer concerns or problems by resolving them or escalating to the proper associate, team member, territory manager, or the Control Tower.
• 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 or within financial institutions.

Asset & Inventory Management

• Maintain responsibility for all NCR assets used in the delivery of customer services, including tools, software, vehicles, documentation, and intellectual property, or as assigned by management.
• Maintain an appropriate parts inventory and parts record keeping.

Reporting & Documentation

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

Operations & Dispatch

• Respond to daily dispatch on a call-by-call basis or establish own daily schedule on the basis of automated reports.
• Ensure staff productivity measures are achieved.
• Work together with Call Center Staff via PDA to recover machines.
• Work together with Security Escort Officer.

Qualifications & Experience

• Valid 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.
• Carry and lift tool kit and parts of varying weights (1–50 lbs.).
• Bend, squat, walk, stand, and sit for prolonged periods.

Additional Information

• May be required to work on rotating shifts.
• May require prolonged travel.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.
• NCR Atleos is an equal-opportunity employer.