Customer Engineer

Company: CorTech
Location: Cheyenne
Posted on: May 12, 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, Cheyenne , Customer Engineer, Engineering , Cheyenne, Wyoming