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Filed Service Technician II San Antonio TX


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Location: El Paso TX

Company Name: NCR

Occupational Category: 49-9071.00,Maintenance and Repair Workers, General

Date Posted: 2020-02-12

Valid Through: 2020-03-13

Employment Type: FULL_TIME

Description:

About NCR

NCR Corporation (NYSE:
NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE:
Field Service Technician II - Install
LOCATION:
San Antonio, TX

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position responsible for providing installation of equipment and software within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction

Primary services include NCR/ Multi-vendor Hardware installation and software support

Provide installation, of SCO (Self-Checkout) and/or POS (Point of Sale) equipment at various locations within an assigned territory/region

Provide continuity of customer operations and high levels of customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers and develop informal communication channels with customer account at the local level

Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately; May provide support to Associate Customer Engineer and/or Service; Representative/Service Technician Tech when necessary

Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures

Represent NCR in a manner that reflects positively on the image and reputation of the company

Verify that the site environment meets the requirements prior to installation or rollout; Install customer systems according to the installation plan, certify that the installation or setup of the product meets the customer's requirements

Responsible for leading installation activity, at customer locations, to ensure a timely and high quality installation; responsible for guiding and directing onsite installation assistants.

Analyze and correct all technical problems on equipment within assigned customer accounts; Perform periodic preventive maintenance routines on products and installs modifications to equipment; May also perform required modular swaps and unit replacements or perform preventative maintenance services

Respond to a customer call, which will include problem identification, escalation and resolution of operating system software problems; Responsible to keep customer informed during the problem resolution process; Perform service verification and customer satisfaction surveys relating to the situation

Responsible for the prompt completion and accuracy of all administrative functions, including assisting in producing, installing modifications and/or upgrades, updating the customer on activities and updating any needed databases

May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports; Conducts work at customer site(s), local NCR offices, or in a virtual environment

May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); May require bending/squatting, walking/standing /sitting for prolonged periods; Exposure to enclosed spaces, dust, drafts, and damp areas

Responsible for reviewing future schedule and planning his/her travel (airfare if required, hotel, and rental car) schedule accordingly and within NCR Travel Policy.

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

Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities

Qualifications

BASIC QUALIFICATIONS:

High School Diploma or equivalent

1-3 years of related experience

Travel (up to 90%)

Extensive customer service skills

Personal computer skills (Microsoft Operating Systems and Associated Office Suite Components), tools, and basic electronic skills; Specific hardware and operating system knowledge on assigned products

Systems Architecture (e.g., Client/server architecture, Web based systems)

Ability to work a flexible schedule including nights, weekends, overtime, flex shifts

Network and systems management systems/protocols (e.g., Ethernet, SNA, WAN)

PREFERRED QUALIFICATIONS:

Associates Degree preferred

3+ years of related experience

A+ Certification
Associated topics:
administrative, administration, assistant, facility, human resources, mail room, office, office assistant, secretary, support