Customer Engineer

Description

**Introduction to the Business** **We are seeking a technical professional to play a key role in the installation, certification, implementation, and maintenance of equipment at our customers' facilities. The ideal candidate will be proactive, committed to delivering high-quality service, and dedicated to customer satisfaction and achieving the operational objectives of the Services department.** **Position Summary** This position is responsible for performing maintenance and installation activities on our customers' computer equipment, ensuring their proper operation and delivering a positive customer experience. Additionally, the role includes preparing and reporting Activity Reports using the management tools established by the Company, complying with defined operational processes, and contributing to achieving the objectives set by the Services Management. **Customer Engineer** * Performs incident analysis/resolution and technical maintenance activities on customer equipment, ensuring proper functionality and customer satisfaction. * Is responsible for preparing and reporting Activity Reports in accordance with the management tools established by NCR ATLEOS. * Contributes to and achieves the Operational Objectives set by NCR ATLEOS. * Provides hardware and software support. * Handles and closes customer calls, from work assignment through incident resolution, meeting the metrics established by NCR ATLEOS. * Contributes to customer satisfaction. * Responds to customer problems and questions, escalating issues through mechanisms established by NCR ATLEOS when required. * Fosters a collaborative team environment with colleagues and other management groups. * Maintains professional dialogue with customers, recognizing that, as a Customer Engineer, they represent the NCR ATLEOS brand. * Maintains custody, inventory, and care of NCR ATLEOS assets assigned as work tools for performing their duties (spare parts, software, documentation, intellectual property, etc.). * Is responsible for executing and complying with established processes to properly perform their duties. * Minimum 2 years’ experience in incident analysis and resolution for Financial equipment. * Experience in electronics for detecting and resolving incidents using appropriate tools, such as soldering irons, multimeters, etc. * Experience in hardware and software resolution for microcomputer equipment. * Experience repairing both hardware and software components of ATMs. * Proven experience handling operating systems (Windows). * Experience loading operating systems and detecting/resolving software incidents. * Requires availability to perform shifts or on-call duties defined in rotating schedules aligned with customer-agreed working hours for job execution. * Night-shift work availability is required for performing jobs at our customers’ sites. * Preferably trained in Occupational Risk Prevention and height safety. * National mobility availability is required. * Location: All NCR ATLEOS branches. **Basic Requirements** * Prior experience in technical maintenance, installations, or hardware/software support. * Availability to perform rotating shifts or on-call duties according to operational needs and customer agreements. * Availability for mobility across the entire national territory. * Ability to prepare reports and operate operational management tools. **Desirable Requirements** * Training or certification in Occupational Risk Prevention. * Experience supporting Financial equipment (ATMs) and networking systems. * Experience working with operational metrics such as SLA, Productivity, Retrips, and Revisits. * Prior knowledge of operational processes within technology companies or technical service providers.