Customer Engineer

Title

Customer Engineer I

Location

Liège -Namur-Charleroi-Mons

Grade

6

Position Summary & Key Areas of Responsibility

Position responsible for installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. Responsible for ownership of customer problems or incidents until resolved to customer satisfaction or in compliance with agreed Service Level Agreements. Required to perform work on products and services of low complexity, specifically financial/ATM products; make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front‑end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders.

Responsibilities

• Assist in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; may also perform required modular swaps and unit replacements.
• Respond to all customer concerns or problems by resolving them or escalating them to the proper associate, team member, territory manager, or the Control Tower build.
• Build working relationships with customers and develop informal communication channels with customer accounts at the local level.
• Perform periodic preventative maintenance on assigned products; diagnose problems, make minor repairs, and replace components at the module level.
• Follow appropriate security procedures when working with ATMs and/or within financial institutions.
• Manage all NCR assets used in the delivery of customer services (tools, software, vehicles, documentation, intellectual property), or as assigned by management.
• Maintain appropriate parts inventory and parts record keeping.
• Accurately and promptly report calls and activity, as well as other reporting as required.
• Track and report all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.
• Capture detailed customer asset information and other data required to complete any invoicing or billing activities.
• May be dispatched daily on a call‑by‑call basis or may establish own daily schedule on the basis of automated reports.
• May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1–50 lbs.), bending/squatting, walking/standing/sitting for prolonged periods; may require rotating shifts.
• Ensure staff productivity measures are achieved; work together with Call Center Staff via PDA to recover machines.
• Work together with Security Escort Officer.
• Retail EPOS maintenance or installation experience required; strong desktop hardware experience may be considered if EPOS experience is limited.

Basic Qualifications

• High School Diploma or equivalent.
• Years of related experience.
• Ability to work with Microsoft Office suite.
• Experience on Windows XP, Windows 2000 operating systems required.
• Experience in PC Hardware Maintenance and support.
• A+ Certification.
• ITE or Polytechnic in Electronics and Communications Engineering.
• Works well with minimal supervision; good problem solving skills; ability to pick up new skills quickly.
• Ability to work under pressure; able to meet deadlines and produce high quality work.
• Excellent interpersonal skills/customer relationship skills.
• High level of mechanical/electrical aptitude; experience on maintaining computer hardware (desktops, servers, peripherals), routers, networks, switches, hubs required.
• 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.

Preferred Qualifications

• Associate’s Degree preferred.
• Previous experience in NCR or similar equipment is a plus.
• CCNA preferred.

Offer Conditions

Offers of employment are conditional upon passage of screening criteria applicable to the job.

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.