Field Service Technician

Role Overview

• 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