Overview
Field Service Technician performs 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 the assigned area to cover for colleagues, support projects, and meet demand peaks.
Responsibilities
* 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 (SLA).
* Diagnose, repair, and replace components on equipment supported by NCR Voyix including but not limited to Point of Sale, self-service checkout, servers and other back office equipment, handheld terminals and associated peripherals.
* Install new or upgrade existing equipment in line with the Statement of Work (SOW).
* Assist in site preparation, including installation of cable, staging of equipment, testing of equipment; may perform required modular swaps and unit replacements.
* Subject to required training and certification to work at height (e.g., ladders, MEWP) and/or use handheld power tools.
* Respond to customer concerns by resolving them or escalating to the proper associate, team member, territory manager, or the Control Tower.
* Build working relationships with customers and develop informal communication channels at the local level.
* Represent NCR Voyix in a manner that reflects positively on the company.
* Perform periodic preventative maintenance on assigned products; diagnose problems, make repairs, and replace components or modules.
* Be responsible for assets used in the delivery of customer services (tools, software, vehicles, documentation, intellectual property), or as assigned by management.
* Maintain an appropriate parts inventory and keep parts records.
* Accurate and prompt reporting of calls and activity, as well as other required reporting; track and report all expenses incurred in delivering services (telephone, private automobile, and/or public transportation).
* Capture detailed customer asset information and other data required to complete invoicing or billing activities.
* May be dispatched daily on a call-by-call basis or may establish an own daily schedule based on automated reports to meet SLA.
* May require prolonged travel and lifting of parts up to 50 lbs. (25 kg); may require bending/squatting, walking/standing/sitting for prolonged periods.
* Participate in the shift pattern for the operating area, which may include weekend and evening work as determined by 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 be payable, as per country guidelines; may include occasional night work to support deployment projects.
* Work to achieve the Key Performance Indicators established to ensure high levels of customer satisfaction, quality outcomes, cost awareness, and safe operations as top priorities.
* Clean Driving License required.
Qualifications
* High School Diploma or equivalent years of related experience.
* Basic computer skills, including Windows OS navigation and familiarity with Microsoft Office suite.
* Experience in PC hardware maintenance and support; ability to work with minimal supervision, strong problem-solving skills, quick learner, ability to work under pressure, meet deadlines, and produce high-quality work.
* Excellent interpersonal and customer relationship skills.
* High level of mechanical/electrical aptitude; experience maintaining computer hardware (desktops, servers, peripherals), routers, networks, switches, hubs.
* High level of personal integrity; ability to support and promote teamwork and cooperative effort.
* Ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call duties; associate degree or certifications in a technology field preferred.
* Previous experience in NCR or similar equipment is a plus; recognised qualification within the electronics or IT domain preferred.
* EPOS maintenance or install experience is preferred; strong desktop hardware experience may be considered if EPOS experience is limited.
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