Customer Engineer
Company: Cortech
Location: Santa Ana
Posted on: May 10, 2022
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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 communicationsBASIC
QUALIFICATIONS:Formal vocational and/or technical
training/certification3 years of related experienceMust have own
functioning laptop - no particular brand or requirementsPREFERRED
QUALIFICATIONS:Associate's Degree preferredCompTIA, N+
Certification
Keywords: Cortech, Santa Ana , Customer Engineer, Engineering , Santa Ana, California
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