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Field Service Technician Job
Title: Customer Engineer (II) Job Number: 602976 Location: Austin, TX Summary: - Responsible for providing installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction - Perform Tier II work on products and services of medium-high complexity; Tier II products include large servers and mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25) - Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support - Provide installation, maintenance and repairs on ATM (2nd line maintenance) and/or POS (Point of Sale) equipment and other electromechanical 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) qualifications 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 qualifications 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 qualifications - Analyze and correct all technical problems on equipment within assigned customer accounts; Perform periodic preventive maintenance routines on products and installs modifications to equipment; Perform overhauls and maintenance repair as a matter of routine; 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 network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management - 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 - Sell supplies, low-end equipment, OEM products as well as NCR maintenance contracts for basic and/or extended service; Insures accurate charging for all billable services - 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 pounds.); May require bending/squatting, walking/standing /sitting for prolonged periods; Exposure to enclosed spaces, dust, drafts, and damp areas - 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 info and other data required to complete any invoicing or billing activities
February 7 on The Job Spider