Customer Engineer
Company: CorTech
Location: Stockton
Posted on: May 14, 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, Stockton , Customer Engineer, Engineering , Stockton, California
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