NCR Corporation

Field Service Technician

NCR Corporation

full-time

Posted on:

Location Type: Office

Location: Raleigh • North Carolina • United States

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About the role

  • Installation, maintenance, and repairs on equipment within an assigned territory to assure continuity of customer operations and high levels of customer satisfaction
  • May be requested to work outside of assigned area as determined by projects, to cover for colleagues, and at times of demand peaks
  • Ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and or in compliance with agreed upon Service Level Agreements (SLA)
  • Diagnose, repair, and replace components on any equipment supported by NCR Voyix including but not limited to Point of Sale, Self-service checkout, servers and other back office equipment, hand held terminals and associated peripherals
  • Installation of new, or to upgrade existing equipment, in line with the Statement of Work (SOW)
  • Assisting in site preparation, including installation of cable, staging of equipment, and testing of equipment; may also perform required modular swaps and unit replacements
  • Field Service Technician 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
  • Build working relationships with customers and develop informal communication channels with customer account at the local level
  • Represents NCR Voyix in a manner that reflects positively on the image and reputation of the company
  • Performs periodic preventative maintenance on assigned products; Diagnoses problems, makes repairs, and replaces components or modules
  • Responsible for all NCR Voyix 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
  • Accurate and prompt reporting of calls and activity, as well as other reporting as required
  • Tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation
  • Capturing 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 his/her own daily schedule on the basis of automated reports to meet SLA
  • May require prolonged travel, carrying and lifting parts of varying weights (up to 50 lbs. or 25 kg)
  • May require bending/squatting, walking/standing/sitting for prolonged periods
  • Participate in the Shift Pattern for the operating area – this may include weekend and evening working as determined by the Customer Coverage and SLA requirements
  • May be asked to participate in a night shift where 24 x 7 customer support is needed, additional allowance may payable, as per country guidelines
  • May include occasional Night working to support deployment projects
  • Work to achieve the Key Performance Indicators established on a routine basis in order to ensure high levels of customer satisfaction, superior quality outcomes, awareness and maintenance of cost and safe operations as highest priority.

Requirements

  • Clean Driving License required
  • High School Diploma or equivalent years of related experience
  • Basic Computer skills to include Windows OS navigation and basic familiarity with Microsoft Office suite
  • Experience in PC Hardware Maintenance and support
  • 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
  • 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-calls.
Benefits
  • Offers of employment are conditional upon passage of screening criteria applicable to the job
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
PC hardware maintenanceequipment installationdiagnosing problemsrepairing componentspreventative maintenancecable installationmodular swapsunit replacementscustomer asset information capturereporting and documentation
Soft Skills
problem-solvinginterpersonal skillscustomer relationship skillsability to work under pressureability to meet deadlinesflexibilityteamworkcommunicationownership of customer problemsadaptability
Certifications
Clean Driving LicenseHigh School Diploma