Customer Engineer - NCR Corporation

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries.  NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally.  NCR is a trademark of NCR Corporation in the United States and other countries.

Job Title: Customer Engineer

Location: Accra, Ghana

The Customer Engineer will have ownership of the customer problems or incidents until the situation has been resolved to the customer’s satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA).

The Customer Engineer (CE) is the owner of customer incidents as assigned. The Customer Engineer will make repairs and replace components on Tier I equipment such as ATMS, PCs and peripherals, printers, Payment Solution Devices such as Itrans, and CISCO devices.

The Customer Engineer will also assist in site preparation–including installation of cable, staging of equipment, and minor testing of equipment. The Customer Engineer may also perform required modular swaps and unit replacements or perform preventative maintenance services.

Key Areas of Responsibilities

• Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office).
• Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.
• Understand customer requirements as presented in the Service Level Agreement and be able to balance the interest of the customer and his employer at all times. Be able to escalate incidents before they become issues.
• Act professionally with customer on a daily bases
• Communicates to all levels – Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity.
• Represents NCR in a manner that reflects positively on the image and reputation of the company.
• Be able to articulate technical issues simply and properly to customers. Be able to engage Branch managers with concerns noticed in customer environment. Customer Services Assists or delivers the following customer services:
• Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance
• Performs periodic preventative maintenance on assigned products
• Diagnoses problems, makes repairs, and technical report faults properly to the Electronic Technicians
• Follows appropriate security procedures when working with ATM’s and or within financial institutions.
• Shows technical competence and appreciation of the technical issues at play Equipment Staging and Installation
• Performs shop or site staging of equipment as assigned
• Assists, as part of a team, in site preparation and equipment installation. May install limited modifications or Field Retrofit Orders (FROs)
• Performs any needed modular swaps and unit replacements Asset Management
• 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 Reporting
• 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 Other Qualities
• Must be proactive, highly energised and able to adapt to changing technology environment at short notice.

Basic Requirements

• University Degree in Eletronic/Computer Engineering is preferred or HND in same is preferred
• Equivalent qualification in these areas would also be considered Training Additional advance training in electronics or computer technology related fields will be a plus Preferred Requirements
• At least two years work experience in hardware support, some of which must be in the support of Card production equipment would be ideal.
• Additional experience in the Support of Sun, Dell and Compaq Servers would be an added advantage.

Statement to Third Party Agencies To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

EEO Statement NCR is an equal opportunity employer. It is NCR’s policy to hire, train, promote and pay associates based on their job-related qualifications, ability and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, physical or mental disability, sexual orientation or veteran status.

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

EEO Statement

Integrated into our shared values is NCR’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.