Customer Engineer - Team Lead - Technical Supervisor

TITLE: Customer Engineer – Team Lead – Technical supervisor 

LOCATION: Wien, Austria 

GRADE: 9 

About NCR Atleos  

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. 
  

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: 

• Position 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 networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support 

• Provide installation, maintenance and repairs on ATM (second 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) requirements and elevate or escalate issues when appropriate, and/or according to established procedures 

• Represent NCR ATLEOS 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 

• 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 lbs.); 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 information and other data required to complete any invoicing or billing activities 

• Responsible for special operations on ATM Cencon safety systems 

• Responsible for planning and executing of ATM site visits, installations and refurbishments. 

• Responsible for providing Level 3 HW support to the field force team. 

BASIC & PREFERRED QUALIFICATIONS: 

• Technical Diploma or equivalent technical trainings  

• Native German, good English 

• 15+ years of related experience 

• Ability to work with Microsoft Office suite; Experience on operating systems required 

• Experience in PC Hardware Maintenance and support 

• Experience in IT - routing and switching 

• Driving license class B 

• Works well with minimal supervision; Good problem solving skills; Ability to pick up new skills quickly; Ability to work under pressure; Ability to meet deadlines and produce high quality work 

• Excellent interpersonal skills/customer relationship skills required 

• High level of mechanical/electrical aptitude; 

• High level of personal integrity; Support and promote teamwork and cooperative effort 

• Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call 

EEO Statement 

NCR Atleos is an equal-opportunity employer.  It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. 

Statement to Third Party Agencies 

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.