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Customer Engineer

Company: CorTech
Location: San Francisco
Posted on: May 16, 2022

Job Description:

  • Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experiences. Identifies key issues and patterns from partial/conflicting data. At this level, a CE works on multi-vendor hardware and software products and communicates across NCR functional teams to resolve issues.
    • Position required to service retail and financial hardware, performs software reloads and part replacement across designate territory; Position is the owner of customer incidents as assigned
      • Provides support for products including networks and software, high complexity networking & communication equipment, network & systems management.
        • Make repairs and replace components on equipment such as PCs, workstations and peripherals, printers, front-end POS systems, ATMs and kiosks, and self service checkouts; Assist in site preparation-including installation of cable, staging of equipment, and testing of equipment
          • May also perform required modular swaps and unit replacements or perform preventative maintenance services; Recommends preventative maintenance; Performs customer training
            • 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; Responsible for ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA)
              • Responsible for all NCR 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
                • Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation; Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
                  • Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office)
                    • Provide assistance to the CE Supervisor / FSM in daily leading and coaching support of employees within a Territory in order to meet the daily operations parameter & customer Service Level Agreements (SLA); Aid the CE Supervisor in providing performance feedback on employees, strengthening teamwork culture, and fostering open and effective communications
                      BASIC QUALIFICATIONS:

                      Formal vocational and/or technical training/certification
                      3 years of related experience
                      Must have own functioning laptop - no particular brand or requirements

                      PREFERRED QUALIFICATIONS:

                      Associate's Degree preferred
                      CompTIA, N+ Certification

Keywords: CorTech, San Francisco , Customer Engineer, Engineering , San Francisco, California

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