Level III DOD TS cleared Field Service Technician with SSBI (114231 – Maryland)

Ready for a challenge?  NCR Corporation a Fortune 500 company is looking for organized, motivated team players to fill Customer Engineer (ATM/POS Field Technician) positions in the fast paced Prince George/Montgomery County - Maryland area.

 

Please note you MUST meet ALL of the following basic qualifications to be considered for this role?

 

Basic Qualifications:

-  Active DOD TS clearance with SSBI (Dept. of Defense, Top Secret clearance with Single Scope Background Investigation)

- A+ Certification or two-year degree in electronics or computer technology or two years hands-on experience with POS (Point of Sale) / ATM / mechanical / PC repair in a customer field environment.

- Ability to work a flexible schedule including nights, weekends, overtime, flex shifts and on-call

- Must have a valid drivers license

- Must pass comprehensive background check including credit check, driving record, and drug screen.

- Must have a high school diploma or GED

 

Preferences:

Education

? Four-year degree in electronics or computer technology preferred

Training

Acceptable advanced training may consist of:

? Two years of college-level courses or training in electronics or computer technology

? Two years of electronics or computer training at a recognized trade school and/or equivalent Military training to include both theory and in-class hands on time.

Experience Preferred

? Two-to-four years experience in computer system support in a customer field environment is preferred.

? Experience in customer services in a field or remote position is acceptable.

 

 

This position pays ?

An hourly base rate (based upon relevant experience, typically in the mid-teens per hour)

+ on-call pay (during rotation)

+ Overtime

+ Annual group bonus

+ BENEFITS, 401K, VACATION

+ no out of pocket expense ? We provide the CAR, GAS, EQUIPMENT, CELL PHONE, BLACKBERRY DEVICE

 

Key Areas of Responsibility

 

Customer Relations/Customer Satisfaction

? Manage customer incidents as assigned

? Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Bank Branch, Store or Office).

? 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.

? Communicate to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity.

? Represent NCR in a manner that reflects positively on the image and reputation of the company

 

Installation Services

? 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, NCR Installation specifications, as well as providing all product related documentation in a timely matter and perform a post installation review and report findings to the appropriate CS contact.

 

Hardware Maintenance Service/Multi-Vendor Maintenance

? 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.

 

Software Support

? 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.

 

Network Management

? Responsible for network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management.

 

Asset Management

? Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property).

? Maintain an appropriate parts inventory as well as parts record keeping.

? Control expenses

? Responsible for the prompt completion and accuracy of all administrative functions.

 

The position is viewed as an expert in the field with less than 15% of the entire CE workforce having this designation. The CE has ownership of customer problems or incidents until the situation has been resolved to the customer?s satisfaction and or in compliance with agreed upon Service Level Agreements. The CE performs primarily Tier II/III work on products and services of medium complexity. Tier II/III products include large servers and mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25). Primary services include installation, software support, network management, hardware maintenance and multi-vendor maintenance. Tier II/III workload should be greater than 70% of overall workload

 

For more information on this position and to APPLY, please submit your resume below and go to our website, at www.ncr.com/careers to build an online profile.  To submit directly to the role in your area, please select the following job number:

 

114231 ? Maryland

 

Not your ideal area?  NCR has Field Service Technician (Customer Engineer) roles through out the United States.  Create a PROFILE, then SEARCH for your target online at www.ncr.com/careers

 

Category: Customer Service Delivery.

Country: United States.

Keywords: Customer Engineer

 

 

*NCR Corporation is an Equal Opportunity Employer